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Service Desk Analyst

Location: MANCHESTER, LANCASHIRE, UNITED KINGDOM Salary: 15.00-19.00 GBP (UK Pounds) Per hour, inc Benefits
Sector: Technology Job Type: Temporary
Shift Type: N/A Applications: 2
Posted: about 1 month ago Reference: X3-388710

Service Desk Analyst

1 month+
£15-19 per hour (Inside IR35)


A Service Desk Analyst is required for our public sector client based in Manchester city centre.

Key responsibilities-
 First line telephone and technical support - Logging incidents and service requests.
 First line technical resolutions
 First line telephone calls transferred and outbound
 Monitoring new Incidents and requests via different solutions
 Resolving more complex incidents and service requests
 Completing administrative tasks (creating new accounts, file transfers)
 Escalating issues and where appropriate investigate and diagnose
 Act as central point of contact and monitor service requests to other teams and third party service providers
 Provide timely updates to service users on the status of outstanding calls
 Support the Know It All Bar
 Participate in the delivery of projects and tasks
 Operate customer satisfaction follow-up calls and surveys
 Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides
 Work on a rota basis to meet demand

You will have-
• Knowledge of ITIL
• Experience of being part of one or many of the core ITIL functions, covering Service Desk, Change, Problem, Incident or Release Management, Applications Support and experience of problem solving.
• Experience of IT Service Operations, and how an IT installation works across 7 *24.
• Knowledge of the relevant legislative framework and professional standards both within the ICT industry and in particular to a local authority.
• Experience of how a Service Desk (Help Desk) operates within an IT installation and managing and configuring LANDesk software.
• To work flexibly including out of hours and bank holidays as required to meet customer demand and potential incidents up-to a Major Incident.

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