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1st Line Support / Help Desk Tec

Location: CHIPPENHAM, WILTSHIRE Salary: 21000 - 23000 GBP Per Annum, inc benefits
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 11 days ago Reference: 3112518
Our client, a well-established business based in Chippenham, are currently searching for a Service Desk Analyst to join their current team on a permanent, full time basis. The purpose of this role is to ensure that colleagues receive a professional support service and are consistently dealt with in a customer focused manner.

Duties to include;
• Ensure all incidents raised with the Service Desk are correctly added to the system and managed through to conclusion
• Respond to internal customer enquiries, ensuring that all queries are promptly and accurately dealt with in line with established procedures
• Escalate unresolved incidents to 2nd line and 3rd line support teams or external suppliers if required
• Monitor incidents to ensure that they are successfully resolved and alert the Service Desk Team Leader to any incidents that are at risk of exceeding SLA’s
• Contribute to the establishment and maintenance of departmental knowledge base ensuring that information is captured that will help in improving responses and fix times
• Ensure all service requests and routine change requests are allocated appropriately and managed to conclusion
• Ensure customers are kept updated on progress of incidents and communicate service status to the relevant customers
• Assist with project work and the production of reports / documentation as required

Person specification;
• Experience of working in a customer focussed service environment where telephone communications is a key element is essential
• Experience of working on an IT Service Desk taking first line calls and resolving technical problems is preferred
• A basic understanding of the IS applications, systems and services supported
• A basic technical knowledge of Microsoft operating systems and office products
• Good verbal and written communication skills with the ability to communicate effectively at all levels


This is a permanent, full time role based in Chippenham offering upto £23,000 per annum. If you are interested in this position then please do hesitate to send your up to date CV, looking forward to hearing from you.

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