ServiceDesk Analyst – Chadderton

ServiceDesk Analyst – Chadderton

Please note you are required to work one weekend day every two weeks in this role.

Our high profile client are currently recruiting for a 1st/2nd Line Engineer to join their team. This is a great opportunity to join a growing business with great opportunities to progress.

Please find details below:

• Take telephone, direct and email queries relating to the IT systems.
• Create and issue incident reference numbers via our work tracking system, immediately as queries are raised.
• Perform first / second line support with the aim to achieve an 80% first time fix rate.
• Escalate incidents to 3^rd line technical staff as required.
• Monitor work orders and ensure that they are completed within the SLA.
• Follow up on completed work orders for all staff to ensure that they are satisfied with the solution.
• Gain an understanding of the local and national IT systems to give better escalation of support queries.
• Follow all administrative procedures as instructed by Central IT.
• Assist the Property team in setting up and configuring new offices.
• This role requires weekend working as defined by the team rota. An additional payment and a lieu day will be allocated for each weekend day worked.
• Must be willing to work overtime if a project requires it.
• Perform other duties as required by the Head of Support & Infrastructure.

Understanding of:

• Microsoft Windows 10
• Microsoft Office 2016 / Office 365
• PC hardware
• Printer hardware
• File and directory permissions

Basic understanding of:

• TCP/IP networking
• Network Printing
• Microsoft Exchange

If you are interested in this role please apply ASAP.

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