Global Technology Solutions

Job Details

Service Desk Analyst - 1st Line - Network

Salary: £13 per hour

Start Date: Tue, 14th May 2019

Job Category:

Position Type:

Location: , Cambridgeshire

Vacancy Added On: Mon, 13th May 2019

Job Ref No: 3013

Detailed Job Specification:

Looking for experienced Service Desk Analysts to work in a busy inbound IT contact centre in Peterborough. 

You will need to have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role . Ideally with an interest in Network and relevant qualifications. 


Various Shifts. Including weekends on a 1 in 8 rota basis. Hours 07:30 – 19:00 and will include a Saturday and Sunday shifts which are 1 in every 5 - 37.5 hours per week. 


Contracts min 3 months, with a view to going perm. 


Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution. 


• 1st Line Support of Wintel / Retail and Hardware related incidents. 

• Accurately log incidents and ensure all relevant data is captured whilst logging the incident. 

• Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. 

• Proactively keeping Customers informed on incident or request status and progress. 

• Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. 

• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. 

• Resolve >60% of incidents logged as a First Time Fix 



If you have the above skills and experience please apply now! 

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