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Advantage Technical Resourcing  

Service Desk Analyst

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Service Desk Analyst – £15 p/h PAYE Rate – 3 months contract – Newcastle

The Company

Advantage Resourcing are working closely with a well established Construction organisation recruiting a Service Desk Analyst for an initial 12 week contract. You will operate within a shift rota between the hours of 7am -6pm Mon –Fri.

The Role

To provide End User Service Desk support to a demanding internal business community. Operating within a multi layered service desk team, delivering exceptional customer service and support to the end customers and I.T. colleagues.

Main Duties:

  • Field inbound calls, log, prioritise, assign, track and respond to incidents and requests in a timely manner
  • Provide end to end ownership of incidents throughout their lifecycle.
  • Provide first contact resolution to user issues where possible
  • Escalate high priority incidents that cannot be resolved to both internal and external teams as appropriate
  • Ensures the Service Desk remains efficient, cost effective and customer focused; Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays.
  • Identify opportunities to improve the knowledge within the Service Desk to increase the rate of first contact resolution and self-support materials available to end users.
  • Ensure effective reassignment of incidents and requests to other capability groups (internal and external) aligned to minimum data sets and troubleshooting steps

Successful Candidate:

  • Knowledge of ITIL, Service Desk operations and technical specialisms
  • Demonstrable experience of delivering exceptional Customer Service
  • Knowledge and understanding of across a range of technologies including, Windows 7/10, Exchange, Active Directory and End User computing
  • Experience of handling service escalations
  • Experience using a Service Management Toolset e.g.: Service Now, Service Desk, Remedy
  • Relevant experience in I.T. in a technical service desk support role
  • Demonstrable I.T. user support experience across a range of technologies including, Windows 7/10, Exchange, AD, and end user computing
  • Experience of using and supporting MS Office 365.
  • Experience of using and supporting Oracle applications

If you have the experience for the role please apply with you updated CV. Ref 827678

Advantage Resourcing is a service driven recruitment consultancy.

Job reference:
Newcastle upon Tyne
Temporary or Contract
Immediate start
3 Months
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Contact Details

Advantage Resourcing
Advantage Technical Resourcing
Telephone Number (0)161 817 6368

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