• 1st line support
• Liverpool/Remote.
• 175 per day inside IR35
• 3 Month rolling contract
• O365
• ServiceNow

Leading professional services company is actively recruiting for an experienced 1st Line support Analyst/Service Desk Analyst to join a dynamic and friendly team ideally on a temp to perm basis.

The IT Service Desk Analyst/1st Line support Analyst will be:

• Providing customer centred support to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements
• Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
• Ensure regular ticket updates to manage customer expectations
• Ensure timely call resolution with agreement from the client
• Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating
• Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites
• Provide first point of contact for any escalation for users throughout the business
• Provide first point of contact for any internal queries from Service Desk Analysts
• Report to Service Desk Management on Team Performance
• Workflow Co-ordination and Triage to agreed KPI's.

Technical skills for the position of IT Service Desk Analyst/ 1st Line support Analyst

• Customer Service Experience Essential
• Proven experience of working with Tier 1 Microsoft applications (O365) Essential
• Proven Experience of Incident Management Systems (ServiceNow) Essential
• First Line level IT support experience preferably within a remote support position Essential
• Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos Essential
• Workflow Co-ordination Experience Essential
• Availability to cover multiple early and late shift throughout the week as per the needs of the business. (These will be 8-4:15pm, 8:45-5pm and 9:45 - 6pm on a rotational basis). The expectation will be to come into the office one day a week but once every 8 weeks you will be required to be in the office for the whole week to provide support.