Service Desk / Helpdesk Analyst

Service Desk / Helpdesk Analyst contract in Manchester up to £150 per day! My client based in Manchester is looking for a contract Service Desk / Helpdesk Analyst with experience in IT customer service, excellent communication skills and exposure to Office 365. Job title: Service Desk / Helpdesk Analyst Location: Manchester Job type: 3 months contract Rate: £100 – 150 per day What you’ll be doing: * Working within small team, providing 1st line support to the business applications including Office 365. * To retain ownership of incidents end to end until the issue is resolved. This entails updating the users as well as chasing progress and resolution from internal and external support teams. * Responsible for documentation of procedures relating to 1st and 2nd line support to assist other members of the team. * Responsible for liaison with members of the IT department to ensure that they are kept up-to-date on relevant issues. * Responsible for working within Service Level Agreement (SLA) guidelines published to business community. Also responsible for making recommendations for changes to SLAs if appropriate. * Develop and maintain strong relationships with business users * Support in the identification of issues that can be initially resolved or escalated to the appropriate team who then take ownership. Who are we looking for: Personal Skills & Experience * Excellent communication skills * Solid understanding of the need for procedures, practices and standards for use within an IT department with the ability to put these into place where they do not already exist * Excellent customer facing skills’ – being able to negotiate on an informal basis if required * Ability to maintain composure in difficult situations – possibly where conflicting demands are placed on limited resources * Mature approach when carrying out duties * Ability to develop strong relationships at all levels * Keeps commercial aspects continually in mind when taking actions or making decisions Technical Skills * Ability to diagnose problems experienced on desktop/portable machines in order to determine whether they are related to hardware, software, data, network issues or a combination of these issues * Experience with Office 365 * Working knowledge of Outlook and Exchange * Excellent knowledge and experience of desktop applications * Ability to take on basic application support processes. If you are keen to add value but also have an opportunity to develop your skill further then please do not hesitate to apply