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Service Desk Analyst – Triage

Job Title: Service Desk Analyst – Triage
Contract Type: Permanent
Location: Peterborough, United Kingdom
Industry:
REF: 2561
Contact Name: Sarah-Jane Taylor
Job Published: 2 months ago

Job Description

Service Desk Analyst – Triage – initial 6 month Fixed Term Contract

Peterborough

£23,000 pro rata

  • 15% Shift allowance
  • Holiday - 25 days pro rata ( plus normal bank holidays )
  • Staff incentives:
  • My Staff shop membership
  • Childcare Vouchers
  • Cycle to work scheme

 

Our Client:

A global family of companies and one of the largest producers and distributors in the world, striving to be the leaders of innovation within the industry working across 90 countries.

 

Description

The role is based in Peterborough and involves maintaining a high standard of communication and customer service through various contact channels.

This role is on an initial 6 month fixed term contract however is likely to be extended depending on business requirements. 

Responsibilities

  • Act as a single point of contact for all IT issues and queries
  • Receive and log all customer contacts via multiple channels (phone, email, chat, self-service)
  • Troubleshoot tickets and make accurate decisions on the right path for resolution.
  • Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues
  • Ensure all relevant information is clearly recorded in the ITSM tool
  • Provide timely and accurate updates to tickets
  • Where required ensure the timely escalation of complaints to the appropriate level
  • Create and publish support documentation and knowledge information and support the Team Leader in training of new staff
  • Alert the line management to identify trends in customer issues or queries

 

Key performance standards / competencies / skills

 

Delivering excellent customer service      

ITIL foundation or experience of working in an ITIL environment

Experience with desktop and server operating systems   

Basic network and server troubleshooting skills 

Intermediate PC troubleshooting skills   

General understanding of PC architecture             

One year of Service Desk experience        

Intermediate understanding of Microsoft Productivity tools (Office, Lync etc)

 

For more information, please contact me (Ashley) directly - 01908 886031 - ashley.stephens@identifiglobal.com