Global Technology Solutions Ltd

SC Cleared Service Desk Analyst

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Job Location

Peterborough, United Kingdom

Job Description

SC Cleared Service Desk Analyst

Location Hampton, Peterborough

Pay - £21.46 Per hour

Contract min 3 month. This would be ideally suited to someone who is looking for a long-term contract / the long-term prospect of permanent opportunities.

Hours: 4-on-4 off 12hr shifts. 11 hours paid. Between 7am 9pm. Rota basis.

Required skills:

  • Plenty of Customer service experience
  • Previously worked in a Call Centre
  • Active Directory
  • Experience with Microsoft Word/Excel/PowerPoint/Outlook
  • Speaking/typing in English to a professional level.
  • Being a great problem solver thinking proactively in order to resolve incidents as quickly and smoothly as possible.
  • Educated to GCSE Level or equivalent in Maths and English
  • IT certificated desirable but not essential.
  • Desired but not essential skills in Vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Requirements:

  • 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.
  • Adhering to Incident management procedures.
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
  • Keeping up to date with the current standard procedures.
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
  • Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management.
  • Contributing to team meetings.

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Location: Peterborough, GB

Posted Date: 10/30/2024
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Global Technology Solutions Ltd

Posted

October 30, 2024
UID: 4917222569

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