Service Desk Analyst
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| Job Type | Full Time |
| Location | Peterborough, Cambridgeshire |
| Area | East of England, All |
| Sector | Commercial |
| Salary | Negotiable |
| Start Date | ASAP |
| Advertiser | remoteapi |
| Job Ref | DF14_1569252587 |
- Description
A well-known Technology based company in Peterborough is looking to recruit a Service Desk Analyst that can provide hands on support remotely to their clients.
The role involves
- Reporting all incidents and requests, documenting and tracking them.
- Troubleshoot hardware, software and network (LAN/WAN, wireless and remote access) problems
- Resolve account access/password problems
- Configure new PCs with standard software suite and business application
- Evaluate and test new products
- Reporting all incidents and requests, documenting and tracking them
- Write/review software installation instructions, knowledge base articles
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Proactively keeping Customers informed on incident or request status and progress.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Adhering to Incident management procedures.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Resolve >60% of incidents logged as a First Time Fix
- Keeping up to date with the current standard procedures.
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
- Provide a point of technical escalation and expertise.
- Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager
