Service Desk Analyst Job Swindon area,England UK,IT/Tech

We are currently recruiting for a Service Desk Analyst in Swindon.

Pay rate:

PAYE 11.68 per hour/UMB 14.39 per hour.

Contract duration:

Temporary ongoing

Purpose:

To provide 1st line IT support to the client’s staff, partners and 3rd party suppliers.
Deliver high quality service that meets the needs of the customers ensuring that consistent policies, standards and processes are understood and adhered to.
To work with the relevant Teams ensuring continual service improvement is embedded as an outcome of monitoring trends and incident management through the Service desk Service.

Duties:

Provide a professional and effective 1st line technical support service with a high percentage of first time fixes.
To investigate incidents and take action to resolve these incidents whilst monitoring trends and enabling problem management.
Ensure calls answered, resolved or passed to other areas within agreed SLAs and KPIs.
Consistently monitor, review and improve standards and processes with a view to continuous improvement and customer satisfaction.
To support the IT Major Incident Process across the IT Estate.
To communicate known and potential problem areas to end users and management and to update progress to resolution and closure.
To escape incidents to subject matter experts internally and externally as required.
To ensure incidents and requests are allocated to the correct resolver groups if not resolved by Service Desk.
To ensure that work is carried out in accordance with SBC’s agreed policies, standards, methods and procedures.
To use the Service Desk System in line with agreed processes, data quality is maintained and information managed in line with relevant policies.
To use remote support tools to provide customer support and assist with software configuration, deployment and investigate and resolve incidents.
To provide an effective service in facilitating the requirements of ICT users starting, leaving or changing their role with SBC in line with the ICT Computer Security Policy including account set-ups and permission amendments.
To work as part of a Service Desk supporting team members.
Provide IT support services to customers through various channels and interfaces (telephone, email, web, remote support tools).

Knowledge and

Experience:

GCSE or equivalent in 5 subjects including English and Mathematics.
Telephone support experience in a customer service role.
IT literate with proven basic IT skills.
Active Directory experience desirable.
Experience of supporting IT Users.
Proven planning and organisational skills.
Highly Motivated with a Positive Professional attitude.
Desire to provide a high standard of service.