First Line Analyst - Hatfield - 3 Months - £12.30 Per Hour

  • Job Reference: AP-FSS
  • Date Posted: 13 October 2020
  • Recruiter: Eurobase System Ltd (ePeople)
  • Location: Hatfield, Hertfordshire
  • Salary: £12.30 Per Hour
  • Sector: Information Technology
  • Job Type: Contract
  • Duration: 3 Months
  • Work Hours: Full Time

Job Description

First Line Analyst - Hatfield - 3 Months - £12.30 Per Hour - Eligible for SC Clearance

Technical 1st Line Analyst required for a 3-month contract based in Hatfield. Our client is looking for someone to join their Service Desk team. You will be focus on providing the optimum service to customers as a first point of contact for any IT related issues.

The successful candidate will have experience working to agreed SLA's within a 1st/ 2nd Line environment. You will accurately log incidents and if required escalate to technical teams for resolution.

**Either currently holds SC clearance or can go through SC clearance **

Key Responsibilities:

  • To capture customer details and issue description into call management application and then proceed to provide additional information about possible next steps.
  • To resolve incidents remotely where possible and update colleagues on any un-documented fixes.
  • To distribute incidents and request appropriately to other support teams.
  • To provide status updates and ticket progression to the customer, To also troubleshoot further if call details is missing information.
  • To escalate incidents where customer calls to chase or where progress is slow.
  • Monitor Service Desk call queues, ensuring that all tickets are fully updated and are processed appropriately.
  • Establish and maintain high levels of Ticket ownership through ticket lifecycle to a satisfactory resolution.
  • Analyse and investigate customer issues and requests and provide appropriate support and guidance with further troubleshooting if necessary, within established timescales.
  • Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.

Key Skills:

  • Has excellent technical understanding of Microsoft Services such as; Windows, Active Directory, Office Suites. Candidate should also have experience with multiple call logging ticket systems e.g. BMC Remedy, Support works and Sys Aid.
  • Experience of working in a 1st line / 2nd line environment with varying degrees of intensity and difficulty.
  • Can demonstrate excellent customer service and people management skills.
  • Excellent knowledge of windows trouble shooting skills and be able to adapt to varying versions and services.