Contract Service Desk Analyst - £90-110 p/day - Sheffield

  • Category
    Infrastructure - 1st Line Support Engineers
  • Location
    Sheffield, South Yorkshire
  • Salary
  • External Reference

Contract 1st Line support for a company based in Sheffield.


1. Provide a proactive customer liaison and single communication point for customer phone calls, emails, self-serve and face-to-face communication regarding all IT issues and queries.
2. Day to day responsibility for the prioritisation and classification of support requests received, including assessing the business priority. Analyse, diagnose and take ownership of 1st line faults through to resolution in order to meet our customer responsibilities.
3. Assist and where required escalate support requests to the appropriate 2nd/3rd line team, where necessary using 3rd party suppliers. Liaise with customer to provide frequent updates and inform of resolutions.
4. Assist in the development and maintenance of documentation for user self-help guides to support employees in the use of supported software applications and self-service tools.
5. Responsible for ensuring records within the software and hardware assets and contracts databases. Are up to date to help ensure we meet our compliance responsibilities and enhance our problem management capability.
6. Responsible for the maintaining and monitoring of hardware stock levels to ensure a rapid response to customer demands can be maintained.
7. Monitor Infrastructure systems for alerts and potential problems, providing timely Notification to the relevant teams.
8. Monitor and regularly update statistics on key performance indicators, as directed by the IT Operations Manager.
9. Provide and maintain supplies of printing and copier consumables to all customers to ensure continuous provision of printing facilities as set out in service level agreements.

All requirements are essential and unless stated otherwise:

* Computer literacy skills - Performs basic tasks in the operating system environment
* Literacy skills - Develops effective written communication pieces
* Analytical and numeric skills - Interrogates and analyses data to gather relevant information
* Administration skills - Users core systems
* Professional Sector Knowledge - Applies policy and practice
* Ability to isolate, analyse and solve problems under demanding conditions.
* Listening and diagnostic skills to provide a sympathetic and positive approach to the difficulties of IT users and managers at all levels

Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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