1st Line IT Support Analyst

2020-03-16 13:51:052020-04-12 Taskmaster
Job Type Full Time
Location Peterborough, Cambridgeshire
Area East of England, All Peterborough, Cambridgeshire
Sector Industrial
Salary £10 - £11 per hour
Currency GBP
Start Date ASAP
Advertiser remoteapi
Job Ref DF16032020_1584366665
Job Views 119
Description

1st Line IT Support Analyst

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

·Experience in Mailbox and AD admin with Windows Troubleshooting background ideal

  • 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

Please attach CV or call Peterborough Taskmaster to Enquire

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