Onsite Service Desk Analyst – First-Time Fix Specialist

Experis (Austria); Milton Keynes; Sur place; GBP 41 000 - 52 000; Plein temps

Résumé du poste

VWFS is seeking a Service Desk Analyst for a 12-month contract in Milton Keynes. The role is fully onsite with shifts 8-4 or 10-6, involving logging incidents, providing first line fixes, and escalating where required.

Responsibilities include maintaining SLAs, prioritising tickets, and updating stakeholders. Desirable ITIL basics and service desk/customer care certs are preferred; strong communication and team collaboration are key.

Qualifications

• Experience in an IT Service Desk role with PC and technical support.
• Proven experience of Microsoft Office.

Responsabilités

• Log incidents and service requests; provide initial fixes where possible.
• Escalate incidents to second level support when needed; manage SLA adherence.
• Communicate updates to stakeholders; maintain incident records in the system.
• Create and maintain knowledge base and local working instructions.
• Own incident resolution with input from HQ and 3rd party providers.

Connaissances

First time fix

SLA adherence

Incident management

Customer communication

Knowledge base authoring

Microsoft Office

Formation

ITIL foundation

Outils

Knowledge base tool

Description du poste

VWFS is seeking a Service Desk Analyst for a 12-month contract in Milton Keynes. The role is fully onsite with shifts 8-4 or 10-6, involving logging incidents, providing first line fixes, and escalating where required.

Responsibilities include maintaining SLAs, prioritising tickets, and updating stakeholders. Desirable ITIL basics and service desk/customer care certs are preferred; strong communication and team collaboration are key.