Summary: The Technical Service Desk Analyst role involves providing IT support and customer service, primarily through incident management and resolution. The position is based in Hampton, Peterborough, and offers a pay rate that increases after three months. Candidates must have prior IT experience and be eligible for SC clearance, with a focus on long-term employment opportunities.

Key Responsibilities:

• Regularly update incidents logged on the Incident Management system and provide technical solutions within Service Level Agreements.
• Proactively keep customers informed on incident or request status and progress.
• Escalate incidents to 2nd line support or relevant resolver groups when a first-time fix is not possible.
• Adhere to incident management procedures and monitor, progress, and resolve incidents while ensuring customer satisfaction.
• Maintain and develop knowledge, skills, and experience through client contact and formal training.
• Contribute to team meetings and escalate potential service and problem issues as necessary.

Key Skills:

• Extensive customer service experience.
• Previous call center experience.
• Knowledge of Active Directory.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Strong problem-solving skills.
• GCSE Level or equivalent in Maths and English.
• IT certifications desirable but not essential (e.g., CompTIA A+, ITIL, MCSA).
• Familiarity with tools such as Vanti, ServiceNow, O365 administration, Citrix, and network troubleshooting.

Salary (Rate): £15.44

City: Hampton

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT