Job Description


1st Line Support - 1003937012240786

1st Line Support - £12.20 per hour umbrella - 4 Month Contract - Darlington

Our client is a large public sector organisation who requires a Service Desk Analyst to provide 1st Line Support to work on a very busy IT Service Desk.


Provide first line support mainly on the phones, dealing with own queue and Self-Service calls.
Responsible for user support activities, include all administrator level desktop incident resolution such as MS Office 365 support.
Responsible for ensuring that all support, change and service requests are recorded, prioritised and resolved effectively in line with SLA commitments, acting as the single point of contact for all ICT.
Responsible for keeping customers informed of the progress of their logged issues, progressing, updating and progressing issues with ICT on their behalf.
Responsible for ensuring that work requests are investigated and resolved, and if resolution not possible, ensuring that the correct 2nd and 3rd line ICT resource is informed and allocated to ensure resolution within SLA target timeframes.Requirements:

Being able to work effectively to tight deadlines
Knowledgeable in office365, In-tune and Active Directory
Analytical skills and the ability to interpret management information / reports
Experience in supporting the delivery of change
Ability to work as part of a team as well as on own initiative
Experience of customer facing ICT support
Ability to prioritise work and meet deadlines
Ability to analyse problems and adopt an innovative approach to finding more efficient solutions
Adopt a flexible approach to working hours to meet the needs of the service
Recent relevant experience in the implementation, development and support of ICT services, desktops, networks and infrastructure.strgroup is acting as an Employment Business in relation to this vacancy