Job Reference: BBBH43597
Job Duration: 12 Months
Start date: 12/12/2022
Description:
I am looking for a number of Service Desk Analysts who hold a current/valid Security Clearance. On behalf of an IT Managed Services Business, you will be providing dedicated 24x7 IT Support to aspecific End Client.
You will have previous experience on a 24x7 Service desk.
It is essential that you hold a valid Security Clearance.
Location: Fully Remote
Shift Pattern: 4 on, 4 off - 12 hour shifts 7am-7pm / 7pm-7am (night shifts can beworked remotely)
IR35 Status: Inside
Main Duties:
* To record all incidents/changes/service requests using the internal Service Desk tool.
* Platform monitoring and Alerting.
* Provide a positive Service Desk experience; excellent customer serviceat all times.
* Contribute to a 'First Time Fix' target of 70%.
* Contribute to delivering a 70% Remote Resolution target.
*Convert 65% of contacts (phone calls, emails and chats) to a logged incident or service request.
* Ensure incidents and service requests are completed within the agreed SLAs.
* Answer inbound phone calls, emails and chat contacts from customers.
* Makeoutbound phone calls to customers keeping them informed on a regular basis.
* Review and update 'Known Errors' database.
* Incident/Service Request; assign to appropriate internal or external team for resolution.
* End to end ownership of all Incident/Service Requests through to closure.
* Communicate technical issues to a non-technical audience.
* Assess, prioritise and manage workload ensuring contractual obligations are achieved.
* Contributing to delivering team performance.
Please applyonline with your CV.
Industry: IT
Salary: £18 - £20 per hour
Salary Benefits:
Vacancy Type: Contract
Job Skills: 1st Line IT Support, Security Clearance
Contact Name: Lauren Oakley
Website: -
Direct Application URL: -