1st Line IT Service Desk Analyst
Posted 1 day ago by TXP
Negotiable
Inside
Hybrid
Warwickshire, UK
Summary: This role is for a 1st Line IT Support Analyst on a 3 to 6-month contract, primarily providing customer support for desktop and business applications. The position requires working full-time hours from Monday to Friday, with one day per week onsite in Warwickshire. Candidates must reside within commuting distance of Warwickshire and have relevant experience in a busy IT service desk environment.
Key Responsibilities:
- Provide customer support for desktop and business applications.
- Log, manage, and take ownership of incidents and requests.
- Maintain regular written and verbal communication with customers.
- Proactively monitor incidents and requests.
- Contribute to the development and management of the Knowledge Base.
- Liaise with suppliers, service groups, and customers to meet service levels.
Key Skills:
- Experience in a busy telephone-based customer services environment.
- 12 - 18 months commercial experience in a 1st line IT service desk/helpdesk role.
- Professional and polite telephone manner.
- Proven customer service experience in a busy environment.
- Experience of MS Office & Lotus Notes.
- Demonstrable analytical and problem-solving skills.
- ServiceNow experience is desirable.
- Some Datacentre/Cloud deployment experience is desirable.
Salary (Rate): undetermined
City: Warwickshire
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Service Desk Analyst - 1st Line IT Support
3 - 6 Month Contract
Full time hours, Mon - Fri
Market day rate Inside IR35 via Umbrella - Please enquire
Location: Warwickshire/Remote working (1 day per week onsite)
This is a superb opening to join our leading financial service client, working at their impressive HQ site in Warwickshire 1 day per week.
Please disclose your permanent residence when applying. Candidates must live within commuting distance of Warwickshire. Applications with no location will not be considered.
As a 1st Line Support Analyst you will join the busy IT Service Desk, providing customer support for both desktop and business applications across the group. This will include; Logging, managing and ownership of incidents and requests, regular written and verbal communication with customers, proactive monitoring of incidents and requests contributing to the development and management of the Knowledge Base and liaising with suppliers, service groups and customers to ensure that agreed service levels are met.
Skills/Experience -
- Experience in a busy telephone based customer services environment
- Min 12 - 18 months commercial experience in a 1st line IT service desk/helpdesk role
- Professional and polite telephone manner
- Proven customer service experience, ideally gained in a busy environment
- Experience of MS Office & Lotus Notes
- Demonstrable analytical and problem-solving skills
- ServiceNow - desirable
- Desirable: Some Datacentre/Cloud deployment experience
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.