IT Help Desk
IT Service Desk Analyst /Customer Help Desk/ IT Help Desk
Working with a worldwide organisation you will be troubleshooting and problem solving all BAU IT issues for around 1100 stores and around 10,000+ users remotely and on site. In this fast-paced 1st line IT Help Desk as an It Service Desk Analyst - Customer Support Help Desk you will be providing 1st line customer support for I.T. system users within UK business based in Huddersfield. Full training will be given.
The role as a 1st line IT Service Desk Analyst /Customer Help Desk will require you to handle the following.
* Being an escalation point for all software, hardware, laptop, and mobiles device issues and classifying these issues into the Service Management Tool.
* Working with third party vendors managing response times within SLA.
* Organising and documenting faults accurately and managing issues to produce efficient solutions within agreed timescales and SLA. Logging on ServiceNow
* Diagnosing, analysing, and resolving problems efficiently including Citrix issues, Office 365, and network issues daily.
* Ensuring all hardware and software operates at its optimum level with the latest updates and patches and ensuring that all functions work as an integrated IT infrastructure.
* Working with additional bespoke software's such as McAfee
* Liaising, where required, with other teams including 3rd line analysts to ensure quality in the solutions provided.
* Primary interface between system users, IT staff and external service providers
* Support all 1st line IT queries escalating to 2nd line Support for employees on ServiceNow. Wherever possible, resolve and close calls at the point of first contact.
* Answer calls and logging calls in a professional service led manner whilst escalating and log calls to 2nd /3rd line Support where issues cannot to be resolved at 1st line IT Support level..
* Managing and exceeding customer expectations
Skills & Experience Required
* Excellent communication and people handling skills.
* Experience of customer support
* Experience or demonstrable interest within working in the IT industry.
* A strong analytical & troubleshooting ability.
* A willingness to be flexible, especially regarding shift working.
* Ability to handle pressure.
* A willingness to be flexible, especially regarding shift working.
Typical working hours: 38.5 hours per week Mon to Fri: between 07:00 hrs - 18:00 hrs
Shift based work but will not start earlier than 7.00 hrs or finish later than 18.00 hrs.
Sat: 07:00 - 13:00 (typically one in 4) Shift based work - 4-hour shift. time in lieu of hours.
Initially this a 3 month contract but for the right persons there are potential opportunities for long term postings, career progression with excellent benefits
Working with a worldwide organisation you will be troubleshooting and problem solving all BAU IT issues for around 1100 stores and around 10,000+ users remotely and on site. In this fast-paced 1st line IT Help Desk as an It Service Desk Analyst - Customer Support Help Desk you will be providing 1st line customer support for I.T. system users within UK business based in Huddersfield. Full training will be given.
The role as a 1st line IT Service Desk Analyst /Customer Help Desk will require you to handle the following.
* Being an escalation point for all software, hardware, laptop, and mobiles device issues and classifying these issues into the Service Management Tool.
* Working with third party vendors managing response times within SLA.
* Organising and documenting faults accurately and managing issues to produce efficient solutions within agreed timescales and SLA. Logging on ServiceNow
* Diagnosing, analysing, and resolving problems efficiently including Citrix issues, Office 365, and network issues daily.
* Ensuring all hardware and software operates at its optimum level with the latest updates and patches and ensuring that all functions work as an integrated IT infrastructure.
* Working with additional bespoke software's such as McAfee
* Liaising, where required, with other teams including 3rd line analysts to ensure quality in the solutions provided.
* Primary interface between system users, IT staff and external service providers
* Support all 1st line IT queries escalating to 2nd line Support for employees on ServiceNow. Wherever possible, resolve and close calls at the point of first contact.
* Answer calls and logging calls in a professional service led manner whilst escalating and log calls to 2nd /3rd line Support where issues cannot to be resolved at 1st line IT Support level..
* Managing and exceeding customer expectations
Skills & Experience Required
* Excellent communication and people handling skills.
* Experience of customer support
* Experience or demonstrable interest within working in the IT industry.
* A strong analytical & troubleshooting ability.
* A willingness to be flexible, especially regarding shift working.
* Ability to handle pressure.
* A willingness to be flexible, especially regarding shift working.
Typical working hours: 38.5 hours per week Mon to Fri: between 07:00 hrs - 18:00 hrs
Shift based work but will not start earlier than 7.00 hrs or finish later than 18.00 hrs.
Sat: 07:00 - 13:00 (typically one in 4) Shift based work - 4-hour shift. time in lieu of hours.
Initially this a 3 month contract but for the right persons there are potential opportunities for long term postings, career progression with excellent benefits