Service Desk Analyst

THIS ROLE IS WORKING FROM HOME, BUT MUST BE IN COMMUTABLE DISTANCE FOR LIVINGSTON FOR 1 X MONTHLY MEETINGS

Role involves oncall and supporting a 24x7x365 support service

Excellent career opportunities for someone who wants to build their career in IT.

The Company Is a successful and dynamic IT Services and Consultancy organisation with a strong presence across the UK. They support customers in the commercial, public, and retail sectors across the UK.

The Role You will be working as part of a UK service desk providing 1st line support for external customers with iT issues.

You will provide a 1st fix, or escalate to 2nd/3rd line support as needed

To provide initial technical support; answering support queries via phone, email and web.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user problems and be proactive when dealing with user issues.

Ability to troubleshoot level 1 incidents and if necessary log onto customer environment remotely (e.g. password reset, access to shares, desktop setup)

Identify parts required for onsite engineer to complete job

Identify engineer skill levels required for on-site visits

Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer)

Understand and work to meeting customer SLAs

Flag escalated issues to manager prior to customer escalation - To log and update all calls on the call management system.

The Successful Candidate Ideally you should have some experience in Service desk/IT support

Experience in customer service

Drive to understand and solve problems

A strong interest in building a career in IT

The ability to work back shifts and oncall as part of your working pattern

YOU MUST HOLD A VALID UK WORK VISA