Helpdesk Analyst | London | £180 P/D Inside IR35

2

Helpdesk / End User Technology Analyst
London, On-Site
Up to £180 Inside IR35
3 Months, scope to extend

Main Responsibilities

Role is First Line Support within the End User Technology team (Handling Support queries that come in via Phone call, Email and ServiceNow Chat) - If you are not able to resolve this at 'First point of contact' then support tickets would be escalated to Level 2 Support teams
Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA
Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels
Operating in a flexible mode – being able to seamlessly switch between a telephone/desk-side role as and when required
Agreeing work priority levels with the customer to ensure customer expectations are managed and the ticket reflects the risk & impact accordingly
Investigating incidents where possible either remotely or desk-side, leaning on an agreed toolset to logon to the customer’s machine to perform troubleshooting
Correctly routing a ticket to the appropriate team who is able to resolve the incident if first line knowledge or access is not sufficient
Dealing with and communicating escalations accordingly
Seeking knowledge missing where appropriate, documenting and disseminating the knowledge accordingly
Undertaking agreed proactive works which are agreed to maintain our systems thus avoiding tickets being raised by staying “one step ahead”
Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible
Ensure that Information Security considerations and controls are in place which adhere to the Information Security/Computer Policy
Align to the threat response procedures defined by the IT Security Team owned by IT Helpdesk Team Lead
Ensuring customer satisfaction levels are maintained and improved where possible
Ensuring a personable desk-side manner with the ability to put users at ease
Recognising and adhering to change management processes to protect production environment
Manage liaison with suppliers (including internal) to ensure fixes are delivered in a timely fashionIf you are interested in this role, apply here or send your application to (url removed) 

Candidates must be UK based and have the right to work in the UK without any restrictions