247 Service Desk Analyst

NECSWS; Hartlepool; On-site; GBP 20,000 - 30,000; Full time

Job summary

A technology services provider is looking for a committed IT Support Technician to provide first-line assistance. The successful candidate will handle customer emails and service requests, perform basic troubleshooting for hardware and software issues, and ensure accurate logging of incidents. This role involves shift work and a 12-month fixed-term contract focusing on meeting service level agreements and maintaining documentation.

Qualifications

• Experience with IT service management tools.
• Ability to resolve basic hardware and software issues.
• Strong communication skills to keep users informed.

Responsibilities

• Manage customer mailboxes and log emails accurately.
• Provide first-line IT support for incidents and service requests.
• Ensure timely resolution of hardware/software issues.

Job description

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• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable, ensuring that IT issues & faults reported to the appropriate teams are resolved in the shortest possible time, meeting the organisation's service level targets, and minimizing disruption to critical systems.
• Resolve basic hardware / software problems.
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their group
• To resolve incidents/service requests classified as First-Line-Fix, such as password resets and account reactivations/deactivations.
• To keep users informed of progress, especially post SLA breach.
• To accurately close all resolved incidents, requests, and other calls in a timely manner, especially at month end, using closure codes.
• To reflect on customer feedback through customer call closure surveys.
• To contribute to team meetings.
• To undertake all required training for the role.
• To provide IT support & preventative maintenance for all contracts.
• To ensure comprehensive documentation of procedures is maintained and that system documentation and support processes are regularly reviewed.
• The role involves 24*7 shift working, with 14 shifts every 28 days. The exact rotation will be discussed during the interview stages.

This is a 12 Month Fixed Term Contract

Main Responsibilities:

• Recognise the importance of good timekeeping for punctual login and call management.
• Manage customer mailboxes and log emails in ITSM Tool.
• Log incident/service requests and change requests accurately following documented procedures.
• Allocate categorisation and prioritisation levels based on contractual requirements.
• Provide first-line investigation and diagnosis, ensuring issues are reported and resolved promptly to meet SLAs.
• Resolve basic hardware/software problems.
• Record accurate information to assist the second-line team.
• Resolve First-Line-Fix incidents like password resets and account management.
• Keep users informed of progress, especially after SLA breaches.
• Close resolved incidents and requests promptly, especially at month end.
• Reflect customer feedback via surveys.
• Contribute to team meetings and undertake necessary training.
• Provide IT support and preventative maintenance.
• Maintain comprehensive documentation and review support processes regularly.