Summary: The IT Service Desk Analyst role involves providing 1st and 2nd line technical support to a large user base within a corporate environment. The position requires professionals with experience in system migration support and a background in technical support. The role emphasizes excellent customer service and effective communication skills. This is a temporary position with an initial duration of 2 months, based on-site in Worthing, Sussex.
Key Responsibilities:
- Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
- Provide IT Service Desk Analyst/1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
- Software support for laptops and desktops
- Complete online and email ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Provide excellent customer service at all times and offering empathy and patience to the users
- Take accountability and ownership for all assigned tickets
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Key Skills:
- Previous experience operating as an IT Service Desk Analyst/1st or 2nd Line Support/Technical Support role
- Experience of supporting projects, ideally migrations and/or applications
- Experience of using an ITSM tool
- Competent at identifying and fixing desktop hardware & software issues
- Basic networking and general fault diagnosis
- Customer service experience and strong communication skills
- Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
- A team player who is self-motivated, enthusiastic, and keen to learn
Salary (Rate): £170 per day
City: Worthing
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
Job Title: IT Service Desk Analyst/1st & 2nd Line Support
Location: Worthing, Sussex - Onsite
Day rate: £170 per day, payable to Ltd Company (Outside IR35) or Umbrella
Duration: 2 months initially
Pay frequency: Weekly
Start date: ASAP
Role: We are assisting a dynamic company who are searching for IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment.
This Service Desk Analyst role will best suit professionals who possess system migration support and have operated in a 1st and/or 2nd line support capacity before.
Main Duties:
- Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
- Provide IT Service Desk Analyst/1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
- Software support for laptops and desktops
- Complete online and email ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Provide excellent customer service at all times and offering empathy and patience to the users
- Take accountability and ownership for all assigned tickets
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
- Previous experience operating as an IT Service Desk Analyst/1st or 2nd Line Support/Technical Support role
- Experience of supporting projects, ideally migrations and/or applications
- Experience of using an ITSM tool
- Competent at identifying and fixing desktop hardware & software issues
- Basic networking and general fault diagnosis
- Customer service experience and strong communication skills
- Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
- A team player who is self-motivated, enthusiastic, and keen to learn
