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First Line Service Desk Analyst

Job Introduction

We are currently recruiting for two First Line Service Desk Analysts. The purpose of this role is to receive, log, process and monitor tickets to the Group IT Service Desk, ensuring internal and external escalated levels of support are engaged where appropriate and end-user service level expectations are delivered in a courteous and professional manner.

Role Responsibility

Receives and logs incident, problem and change tickets from end users into the Group IT Service Desk system.

Assesses and assigns priorities to tickets logged from end users ensuring the correct level of urgency is assigned.

Processes and monitors logged and prioritised tickets, liaising with internal and external resolver groups where necessary to successfully resolve and close the ticket.

Adheres to Group IT Service Desk best practice on availability and ensures tickets are actioned promptly.

Builds a good working knowledge of the Group IT environment in order to achieve higher levels of first time fix.

The Ideal Candidate

A demonstrated aptitude and interest in IT developed in an IT focused group or organisation.

Good phone skills and an ability to provide technical support over the phone.

Good problem solving skills and techniques.

Ability to switch between tasks and multi task effectively during peak times.

Experience working within a multi-site organisation or Group.

Driving Licence as there is a requirement to visit other sites

Package Description

Competitive

About the Company

 

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