IT Service Desk Analyst
Remote/Liverpool (on site once a week)
6 months
£150 per day (Inside IR35)
An IT Services Analyst is required for our client based in Liverpool. Following the Hybrid working policy, you'll provide assistance with various client-facing software. Working on the IT Client Services team, you will record and resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the IT Client Services team are operating within defined KPI and SLA targets.
Accountabilities:
- Providing customer centred support.
- To provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements.
- Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites.
- Ensure regular ticket updates to manage customer expectations.
- Ensure timely call resolution with agreement from the client.
- Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating.
- Provide first point of contact for any escalation for users throughout the business and external clients.
- Effective Queue Management and Triage aligned to agreed KPI's.
- Multi skilled in other areas of administrative support.
- Provide effective communication and collaboration through teamwork by sharing knowledge through appropriate documented processes.
- Build and maintain relationships with key stakeholders and collaborating with all internal and external teams.
- Contributing and engaging in team meetings and team discussions
Experience required:
Essential:
- Customer Service Experience via phone call and emails
- Proven Experience of Incident Management Systems (ServiceNow)
- Considerable experience in a 1st Line level IT support role
- Excellent communication skills, both written and verbal.
Knowledge of, but not limited to:
- Internal and External Client facing Software
- O365 application suite
- Windows 10/11
- SharePoint (Client Portals)
Desirable
- Active Directory
- ITIL foundation