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Advanced Resource Managers Limited
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Portsmouth, Hampshire
Service Desk Analyst
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Salary: £19000 - £23000 Per Year |
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Overview
Service Desk Analyst- (1st Line) Location: Portsmouth Salary: £19,000 - £23,000 Summary This role will be working with a highly established IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services. Working within a dedicated team across a 24/7 shift pattern you will be responsible for providing 1st Line Support covering critical systems for our diverse range of customers across; Telecoms, Retail, Media and Financial Services. The Service Desk Analyst (1st Line) vacancy has become available due to organic growth. The ideal candidate will be either a graduate with service desk experience or a proven Service Desk Analyst looking for a role that will offer career progression, training and development opportunities. You will work on a pattern of 4days Work followed by 4days Rest. Each Work period is comprised of 12hour shifts covering either Day or Night. The assignment of shift type will rotate to ensure equal distribution across the year. Responsibilities: Manage incoming service calls/mails/Alerts and make appropriate routing decisions First point of contact for customer incidents reported by phone, e-mail or by remote monitoring tools. Proactively drive tickets and workflow and assertively chase any tickets languishing in queues Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches Complete service desk tasks and administration as defined by the business Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Service Desk Team Leader. Essential: Experience working on a L1 IT helpdesk/ service desk. Ability to work on your own initiative and learn new skills Positive and enthusiastic team player Excellent communication/ customer service skills and experience Desirable General understanding of IT Infrastructure, Data, Voice, Security, and Systems Knowledge of Microsoft Office and Microsoft Operating Systems Full driving license ITIL experience/Certification A degree in IT and/or IT qualifications. This job was originally posted as www.totaljobs.com/job/89814169