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Service Desk Analyst Tier 1 - Fixed Term

Eingestellt von Applitracker

Gesuchte Skills: Support

Projektbeschreibung

The Service Desk Analyst will provide ticket logging, technical support and ticket resolution to a range of internal and external customers.
The role may involve ticket logging, processing, fault resolution, remote support and full responsibility for handling, escalations, follow up and customer service.
* First point of contact for Capita Customers
* Provide 1st Line diagnosis and resolution
* Maintain a high level of 1st time fix rates
* Logging incidents and service requests from customers received via telephone, email and customer portal and process accordingly
* Avoid service level breaches of tickets
* To provide an excellent customer service and value to end users
* Escalation of tickets to resolver groups when required
* Ensure customers are kept updated on progress of tickets
* Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
* Work in accordance to company policies, procedures and standards
* Maintain awareness of current appropriate technologies used by customers
* Update and share knowledge gained

Essential Experience/Skills:* Excellent verbal and written communication
* Excellent attention to detail
* Knowledge of Windows Server and Desktop operating systems
* Support of desktop applications including MS Office suite
* Awareness of ITIL framework

Desired Experience/Skills:* ITIL Foundation accreditation
* Previous experience of using a ticket management system such as Tesseract or Infra
* Previous experience of working in a customer facing technical role
* Microsoft Certified Desktop Support Technician (MCDST) or similar
* Knowledge of Active Directory users and computer

Personal Attributes:Excellent verbal and written communication

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Projektdetails

  • Einsatzort:

    Irland

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

Applitracker