Help Desk Analyst
3 Month rolling contract
Inside IR35
The role of the Helpdesk/End User Technology Analyst comprises of two distinct underpinning business requirements geared around ensuring "First Point of Contact" and "First Contact Resolution" for our customers. The role exists to restore end user technology issues or request completions as soon as possible (either remotely or at desk side);
To provide efficient and effective customer services through the recording and managing telephone and email queries, incidents, or service requests. Aligning to ITIL methodology, providing an efficient and customer focused Helpdesk/Service Desk to the business.
Providing desk-side assistance for "line of business" applications, core device support and operating systems, specifically; desktops, laptops, Apple Mac and the corporate software stack including business applications.
Main Responsibilities
The role is an Onsite, and is a shift-based role - This includes early shifts (starting at 7am), Late Shifts (Finishing at 10pm) and Weekend shifts.
Role is First Line Support within the End User Technology team (Handling Support queries that come in via Phone call, Email and ServiceNow Chat) If you are not able to resolve this at 'First point of contact' then support tickets would be escalated to Level 2 Support teams.
Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA
Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels
Operating in a flexible mode - being able to seamlessly switch between a telephone/desk-side role as and when required
Agreeing work priority levels with the customer to ensure customer expectations are managed and the ticket reflects the risk & impact accordingly.
Investigating incidents where possible either remotely or desk-side, leaning on an agreed toolset to logon to the customer's machine to perform troubleshooting.
Correctly routing a ticket to the appropriate team who is able to resolve the incident if first line knowledge or access is not sufficient.
Dealing with and communicating escalations accordingly.
Seeking knowledge missing where ...
Helpdesk Analyst employer: TXP Technology x People Careers
TXP is an excellent employer for EPOS Engineers, offering competitive pay and a supportive work culture that values teamwork and professional growth. With opportunities for overtime and travel allowances, employees can enjoy a rewarding experience while working on diverse projects across the UK. The company fosters a dynamic environment where engineers can enhance their skills and advance their careers in the IT sector.
Contact Details:
TXP Technology x People Careers Recruitment Team
