2nd Level IT Helpdesk Analyst

Undisclosed Company
Inverclyde, Greenock
£20000 per annum + benefits
17 Oct 2016
31 Oct 2016
Manpower UK
Job Type
Our client is looking for candidates with a 2nd level technical support background and an interest in IT to work within their Customer Service Centre in Greenock.

Successful candidates will be required to act as 2nd Level support to resolve/assist with technical queries passed from Level 1 Analysts. You will be required to ensure all incidents and ID Admin tasks are completed within SLA. You will be required to promote and grow customer confidence in the service desk by supporting team initiatives to improve the service. You will be responsible for creating, maintaining and updating new knowledgebase articles and delivering training on new and existing processes and procedures to the wider service desk team. You will also be required to track & monitor call activity and manage call queues. Escalate issues where necessary to the team leader, ensuring the group maintains professionalism at all times and if necessary, carry out remedial action in complaint situations. Problem determination and recording of accurate details on all incoming incidents is essential. Ensure that policies are adhered to at all times (e.g. virus control, non-authorised software etc.).
You may be required to undertake various tasks as required by senior members of staff to set up procedures and processes to improve support methodology and liase with field service support groups to improve FTF.

Ideal candidates must professional in both appearance and attitude to their job with good interpersonal skills and the ability to communicate effectively with all levels. A team player who has excellent time management skills, the ability to work under pressure and prioritise with limited guidance from line management. Good analytical skills with a structured & methodical approach. Knowledge of SLAs and escalation procedures, coaching & leadership skills and aswell as previous IT Helpdesk experience specifically networking, hardware and software support & remote take over is preferred.

You will be rewarded with excellent benefits including competitive salary, excellent holiday allowance plus benefits including free car parking, eyecare plus many more.

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