Service Desk/First Line/Call Logger

Service Desk Analyst/First Line/Call logger

An exciting opportunity has arisen for an experienced Service Desk Analyst/First Line Support Analyst/Call logger to join well established blue chip organisation in Peterborough. Please note this role will be working from home until the covid restrictions are lifted however long term candidates will be required to attend site if not full time some of the week. The hours of cover are 8am to 6pm Monday to Sunday 37.5 hours a week on a shift basis, there may be a requirement to work from 6am but that shift will be working from home. There is a requirement to work one weekend in five.

The position is initially 3 months contract with long term opportunity to join as a permanent member of staff.

Service Desk Analyst/First Line Support Analyst/Call Logger you will have experience in AD, Mailbox admin and some O365 experience would also be advantageous.

As a Service Desk Analyst/First Line Support Analyst/Call Logger you will be responsible for:
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

* 1st Line Support of Wintel/Retail and Hardware related incidents.
* Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
* Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Proactively keeping Customers informed on incident or request status and progress.
* Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
* Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Resolve >60% of incidents logged as a First Time Fix

So if you are a Service Desk Analyst/First Line Support Analyst/Call Logger looking for your next exciting career opportunity apply now!

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