Summary: The Service Desk Analyst role in Peterborough is a 3-month contract position requiring immediate availability. The successful candidate will manage customer incidents, ensuring accurate logging and resolution while providing excellent customer service. The position involves working a 4 on 4 off shift pattern from 8pm to 8am. Candidates should possess introductory IT knowledge and a willingness to learn.

Key Responsibilities:

• Answer incoming calls from customers and accurately log incidents.
• Provide a single point of contact for customers and manage incidents through to resolution.
• Proactively keep customers informed on incident status and progress.
• Escalate incidents to 2nd line support or relevant resolver groups when necessary.
• Adhere to incident management procedures and monitor incidents for resolution.
• Resolve over 60% of incidents logged as a First Time Fix.
• Maintain up-to-date knowledge of current standard procedures.
• Provide technical escalation and expertise as needed.
• Contribute to team meetings and act as a role model for technical competence and teamwork.

Key Skills:

• Good customer service skills.
• Introductory knowledge of IT.
• Ability to accurately log incidents and capture relevant data.
• Proactive communication skills.
• Experience in incident management procedures.
• Ability to monitor and resolve incidents effectively.
• Willingness to learn and develop skills through training.
• Teamwork and facilitation skills.

Salary (Rate): undetermined

City: Peterborough

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT