Service Desk Analyst - 1st Line

Our client is currently recruiting for a Service Desk Analyst to join their team for a 2 month contract based in Reigate, Surrey looking to pay £(Apply online only) per day. The established Service Desk Analyst will have strong experience providing 1st Line Support and will have ideally worked with Remedy or ITSM. You will have solid experience within a Windows environment, Active Directory to set up group permissions, reset passwords, set up users and will have ideally worked with Exchange. Day to day duties: - Provide a customer focused interface between operational staff and IT to enable an efficient 1st point of contact for Service Restorations and Service Requests. - Gather sufficient and accurate information by carrying out appropriate detailed enquiries about Service Restorations and Service Requests and liaise with team members, Service Desk Manager and the Production Support Manager to identify appropriate levels of escalation where necessary. - To communicate courteously and effectively with non-IT and IT specialists alike to outline procedures clearly, provide service information whilst checking levels of understanding to ensure the experience of each customer is positive and satisfactory. - User Service Restorations - Assess the priority and technical content of incoming calls and emails to the Service Desk to ensure; - Priority Restorations are communicated to the Service Desk Manager, the team, Production Support Manager and the user community and are logged, tracked, escalated and routinely checked until resolved according to the Service Desk guidelines. - It is logged into ITSM with the appropriate template, approval, relationship, tasks and Work Info updates. - Environments not supported by the Service Desk are tasked to the appropriate IT resolving area. - Hourly ITSM check for Restorations assigned back to the Service Desk as resolved and the appropriate action taken. - Adequate and meaningful resolution details are present prior to closure. - Prepare and send a shift handover report - User Service Requests - Assess the priority and technical content of incoming calls and emails to the Service Desk to ensure; - Priority Requests are communicated to the Service Desk Manager and the team. They are logged and either scheduled to be completed by the ESD analyst or tasked to the appropriate IT resolving area according to the Service Desk guidelines. - It is an approved request. - It is logged into ITSM with the appropriate template, approval, tasks, relationship and Work Info updates. - Hourly ITSM check for Requests assigned back to the Service Desk as resolved and the appropriate action taken. - Adequate and meaningful resolution details are present prior to closure. - Prepare and send a shift handover report Please apply for details