Job Description

Service Desk Analyst

Remote/Liverpool (on site once a week)

3-6 months (could go perm)

150 per day (Inside IR35)

A Service Desk Analyst is required for our client based in Liverpool. Occasional visits to the client site will be required. The successful candidate will provide support for a variety of software and hardware systems used within the organisation involving all aspects of customer support. The role includes telephony, remote and desk side support.

The role will be responsible for day to day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements.

Accountabilities-

Providing customer centred support adhering to service level agreements 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
Provide first point of contact for any escalation for users throughout the business
Ensure all documented processes are followed and provide for Service Improvements
Actively seek out Service Improvements and suggest alongside service adoption
Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings and discussions and sharing knowledge through appropriate documented processes
Provide administrative support in line with service level agreements
Build and maintain relationships with key stakeholders
Contributing and engaging in team meetings and team discussions

Experience required-

Customer Service Experience
Proven experience of working with Microsoft applications (O365)
Proven Experience of Incident Management Systems (ServiceNow)
First Line level IT support experience preferably within a remote support position
Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos
Workflow Co-ordination Experience
Excellent communication skills, both written and verbal
IT Related degree desired but not essential
ITIL foundation, MCP, MOS, MCSE, desired but not essential