Global Technology Solutions

Job Details

Part time - 1st line IT Support Analyst - 20 hrs per week

Salary: £13 per hour

Start Date: Wed, 15th Apr 2020

Job Category:

Position Type:

Location: , Cambridgeshire

Vacancy Added On: Tue, 14th Apr 2020

Job Ref No: 4217

Detailed Job Specification:

We have a fantastic opportunity for experienced Call Centre / Service Desk Analysts in the Hampton, Peterborough. 


This is a part time role. Working hours 20 per week. EITHER, 4 hours per day from Monday to Friday 10am -2pm. Or, 5 hours per day Friday to Monday 9/10am - 2/3pm. 


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. 


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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