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Service Desk Analyst Windows Desktop Outlook Microsoft Office

Job Title: Service Desk Analyst Windows Desktop Outlook Microsoft Office
Contract Type: Contract
Location: Glasgow, Scotland
Industry:
IT
Salary: £0.00 per annum
Start Date: ASAP
Reference: BBBH55054_1505209956
Contact Name: Yana Yovkova
Contact Email: y.yovkova@parity.net
Job Published: September 12, 2017 10:52

Job Description

Service Desk Analyst / Windows Desktop, Microsoft Outlook, Telephony, Applications support including Microsoft Office required for 3 month contract for a key client based in Glasgow

Essential Skills:

Logging Incidents/Requests that are issued to the Service Desk over the phone or via online portal

  • Provide support to resolve incidents or action requests to users
  • Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Proactively manage updates to all parties with Incident/Requests statuses through to resolution
  • Develop and maintain communication skills appropriate to the environment
  • Understand and proactively operate the escalations procedure
  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
  • Completing administrative tasks, including checking voicemails, logging and progressing Change Requests and Internal Change processes.

NB: The role is Inside IR35

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