1st Line IT Support Analyst

Taskmaster ,
Peterborough, Cambridgeshire
More Details
Job Type: Full-time
Salary: £10 per hour

Overview

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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