We currently have a range of opportunities for 1st and 2nd line helpdesk analysts in IT, Telecoms, Finance and Insurance industries.

Overall Responsibilities:

• To ensure customer satisfaction by working in partnership with Customer to deliver on-site services in a professional and efficient manner. Providing ongoing support to end users in relevant aspects of desktop computing.

Duties:

• Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
• Maintain technical knowledge and expertise associated with applications specific to individual customers.
• Progress / close service calls to a satisfactory conclusion on call management system.
• Liase with Support Manager / Team Leaders /other Support/Service Analysts on specific open calls ensuring no call is left unattended beyond SLA.
• Proactively update customers with call status and resolution progress.
• Monitor / progress all open calls in queue.
• Escalate potential service issues initially with Team Leader /Support Manager.
• Ensure contractual SLA is maintained.
• Provide cover for other First Line Analysts in their absence, either within the same team or across teams
• Liaise with Team Leader / Support Manager/ Development/Change Manager on specific projects where requested.
• Understand and comply with all procedures and directives.
• Complete administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.
• Attend regular Team Meetings and Contract Site Team Meetings.