Job Description

IT Service Desk Analyst

Remote/Liverpool (on site once a week)

3 months + (Could go permanent if you like)

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