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An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required.
Based on the customer site in Stevenage you will be working in a small team working night shifts and potentially day time weekend cover. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages; we welcome applications from people beginning their IT career and also more experience service desk professionals.
This role will require you to go through Security Clearance prior to starting. It is important you either hold Security Clearance currently OR you are willing to go through the process.
The role is for night shift work and potential day time weekends cover. Shift pattern to be confirmed.
What you’ll do
Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
Resolve incidents remotely where possible and update colleagues on any un-documented fixes
Distribute incidents and requests to other support teams
Provide ticket updates to the customer
Perform additional troubleshooting if tickets are missing information
Escalate incidents where customer calls to chase, or where progress is slow.
Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
Establish and maintain high levels of communication with customers and staff
Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
Update and create knowledge articles while archiving legacy documents which are no longer needed
What you’ll need
Either currently hold SC clearance or can pass the SC clearance process
Ability to work night shifts and day weekend cover
Be able to attend customer site in Stevenage. Remote working is not currently available
Experience of working in a 1st/2nd line environment is preferred, but not vital. If you have no or little experience,
Good customer service and people management skills
Can confidently take ownership of an incident then recommended fixes or areas of investigation to ensure it reaches a satisfactory resolution
Ability to work well in a team and to support team members
