Service Desk Analyst

Lucid Support Services Ltd; Peterborough; On-site; GBP 22,000 - 30,000

Job description

Service Desk Analyst - Peterborough - 3 month contract

An urgent requirement has arisen for a Service Desk Analyst to assist on an initial 3 month contract looking to start ASAP based in Peterborough. The successful candidates will be responsible for answering incoming calls from customers and accurately logging incidents, ensuring all relevant data is captured. To provide a single point of contact to our customers and ensure that incidents are fully managed through to resolution. You will be working a 4 on 4 off shift pattern from 8pm - 8am (12 hour shifts).

Main responsibilities:

• Good customer service skills are essential.
• Introductory knowledge of IT will be accepted as long as you are willing to learn.
• Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
• Proactively keep 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.
• Adhere to incident management procedures.
• 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.
• Keep up to date with the current standard procedures.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
• Provide a point of technical escalation and expertise.
• Escalate potential service issues initially with Team Leader/Service Desk Manager/Service Delivery Manager.
• Escalate potential problem issues with Problem and Incident Management.
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
• Contribute to team meetings.

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application. If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.