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Service Desk Analyst

Location: GREATER MANCHESTER, LANCASHIRE Salary: 11.00 - 12.39 GBP Per Hour
Sector: Technology Job Type: Temporary
Shift Type: N/A Applications: 1
Posted: 11 months ago Reference: 3062132

A Service Desk Analyst (first line) is required for our public sector client based in Manchester, for an initial 2 month contract.

• Provide first line technical support to Customers in respect of incident management, endeavoring to provide a “First Time Fix”.
• Acts as a single point of contact, providing first line support for troubleshooting, known IT issues, service requests, queries and advice. Facilitates the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.
• Responsible for the effective escalation and hand-over of customer enquiries/problems to the correct resolver group ensuring accurate information is provided and the process is carried out in a timely manner.

• Substantial experience of working in an IT customer focused environment, providing 1st level support using remote diagnostic tools.
• Excellent communications skills, especially over the telephone. Able to offer reassurance while under pressure.
• Proven experience of supported versions of the Windows operating systems and office, Networking, Telephony Mobile apps.
• Experience of User & Security Group Active Directory administration.
• In depth knowledge of PC technologies and desktop/server hardware and software architectures.
• Use ICT office related software to manage self, deliver work related products and collaborate with others. Example: MS Office, MS SharePoint.
• ITIL V3 Foundation will be beneficial


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