Job Description

IT Service Desk Analyst

Remote/Liverpool (on site once a week)

6 months

150 per day (Inside IR35)

An IT Services Analyst is required for our client based in Liverpool. Following the Hybrid working policy, you'll provide assistance with various client-facing software. Working on the IT Client Services team, you will record and resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the IT Client Services team are operating within defined KPI and SLA targets.

Accountabilities:

• Providing customer centred support.
• To provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements.
• Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites.
• Ensure regular ticket updates to manage customer expectations.
• Ensure timely call resolution with agreement from the client.
• Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating.
• Provide first point of contact for any escalation for users throughout the business and external clients.
• Effective Queue Management and Triage aligned to agreed KPI's.
• Multi skilled in other areas of administrative support.
• Provide effective communication and collaboration through teamwork by sharing knowledge through appropriate documented processes.
• Build and maintain relationships with key stakeholders and collaborating with all internal and external teams.
• Contributing and engaging in team meetings and team discussions

Experience required:

Essential:

• Customer Service Experience via phone call and emails
• Proven Experience of Incident Management Systems (ServiceNow)
• Considerable experience in a 1st Line level IT support role
• Excellent communication skills, both written and verbal.

Knowledge of, but not limited to:

• Internal and External Client facing Software
• O365 application suite
• Windows 10/11
• SharePoint (Client Portals)

Desirable

• Active Directory
• ITIL foundation