Helpdesk Analyst | London | £180 P/D Inside IR35
Posted a week ago by Jumar Solutions
Helpdesk / End User Technology Analyst
London, On-Site
Up to £180 Inside IR35
3 Months, scope to extend
Main Responsibilities
Candidates must be UK based and have the right to work in the UK without any restrictions.
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 fashion
Candidates must be UK based and have the right to work in the UK without any restrictions.
- Type:
- Contract
- Start Date:
- 15/04/2024
- Contract Length:
- 3 months, scope to e
- Contact Name:
- Login or register to view
- Telephone:
- Login or register to view
- Job Reference:
- BH-17089
- Job ID:
- 221483119
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