Technical service desk analyst
On site
Hampton, United Kingdom
Freelance
11-04-2025
Job Specifications
Tech service desk role-
Technical service desk analyst
Location - Hampton, Peterborough
Pay - £14.84 per hour, after 3 months there will be an uplift to £15.44 per hour
Contract - 3 months with the development into extensions. Looking at long term employment
Hours -
Week 1- 06:00 - 14:30
Week 2 - 07:00 - 15:30
Week 3-6 - 08:30 - 17:00
Must have previous IT working experience and the ability to drive to another site once a month
All candidate must be eligible to go through SC clearance
Required skills:
- Plenty of Customer service experience
- Previously worked in a Call Centre
- Active Directory
- Experience with Microsoft Word/Excel/PowerPoint/Outlook
- Speaking/typing in English to a professional level.
- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.
- Educated to GCSE Level or equivalent in Maths and English
- IT certificated desirable but not essential.
- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.
Requirements:
- 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.
- 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.
- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager
- Escalate potential problem issues with Problem and Incident Management.
- Contributing to team meetings.
About the Company
Global Technology Solutions is the recruitment partner you've been searching for. With over 23 years of expertise in matching top talent with leading employers, we've perfected the art of technical recruitment. Our comprehensive services, including permanent, and contract placements, are tailored to your unique needs. Our personalised approach and dedicated account managers ensure a seamless hiring experience, from start to finish. As a leading IT recruitment agency with over 23 years of experience, Global Technology Solutio... Know more
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