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Service Desk Analyst

Duration: 3 Months - contract role

Location: Manchester

Rate: £112.50 per day

Start: ASAP

IR35 Status: Inside

We require a Service Desk Analyst for our higher education Client to be part of their IT Services team to be the first point of contact in handling your queue of customer calls and tickets.

You will be the point of contact to support the service to users and customers; reporting issues, requesting information, access and other services.

You will receive and handle requests for service support, following agreed procedures and promptly allocating calls as appropriate.

Also to log incidents and service requests whilst maintaining relevant records.

Follow standard procedures, documenting issues, progress checking, and ensuring that diagnostic information is provided for error resolution and incident analysis.

Provide an effective interface between users and service providers, ensuring all diagnostic information is provided for error resolution and incident analysis.

Assists users to make more effective use of desk-top systems, products and services, making initial diagnosis of incidents and advising known solutions where applicable.

Essential skills & experience required:

Previous commercial experience working in a helpdesk/service desk environment

Familiar with the Windows operating system, MS Office Suite and Desktop software

Previous experience with call logging software/systems eg: LanDesk, ServiceNow, Remedy etc...

Networking and Communications - possess an understanding of networks, how to provide access and to trouble shoot network issues

Excellent communication & interpersonal skills

Very customer focused and used to working to service level agreements (SLA's).

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds