1st Line Service Desk Analyst

Title: Service Desk Analyst

Location: Kettering

Hourly rate: £15 via Umbrella Company

Contract length: 3 months initially

Hours: Monday-Friday 8am-4:30pm

Start: ASAP

Job duties:

•             Drive and maintain outstanding levels of customer service and satisfaction

•             Ensure all incoming calls, e-mails and portal based requests are correctly logged and recorded in the Service Desk Call Logging system.

•             Appropriately allocate incident and requests to other teams ensuring clear and unambiguous comments and updates are provided in the Incident/Request

•             Manage Incidents and Service Requests assigned to you, ensuring SLA and KPI compliance

•             Employ calm, courteous and customer service focused manner for incoming and outgoing phone calls

•             Ensure compliance with phone call management SLAs and KPIs

•             Ensure excellent verbal and written communications are applied at all times

•             Manage standard requests, such as requests for new starters or equipment, ensuring IT Service Desk standards and process are accurately applied

•             Manage standard requests

•             Ensure appropriate and up-to-date documentation is maintained at all times

•             Ensure appropriate escalation to Team Leader where necessary