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Orbis Resourcing
  Company Profile
Orbis Resourcing deliver complete staffing solutions (CSS) across all subsets of the white-collar employment mix and career management services throughout the UK, Ireland and mainland Europe.

We are a "blended" agency, providing both contingency & retained solutions - from single placements to complex search campaigns, we help our clients achieve greater performance, profit and market share by attracting, selecting and securing the best talent for their businesses.

 
  Job Details 
Title: 

Service Desk Analyst - London

Posted On:  4/28/2021 7:04:58 AM
Designation: 

Service Desk Analyst

No. of vacancies:  2
Qualifications:  Bachelor Degree
Essential Skills: 
Not specified
Minimum Total Experience:  3
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  London England United Kingdom

  Job Description
Main Duties and Responsibilities

You will be the first point of contact for all I.T user queries for all companies supported
To correctly record in the call logging system (ITSM), all user queries that are received via the I.T Service Desk support number
To try and resolve queries that are made to the I.T Service Desk Support Number, or tickets that have been logged by I.T users directly via the user self service ticket logging web page, without the need to escalate, using tools and documentation provided, or by seeking help or guidance from the Senior Service Desk Analyst, or Service Desk Team Leader
When unable to resolve an I.T user query, clearly explain to the user that their query will have to be escalated. Before escalating a ticket, ensure that the contact details of the I.T user are correct, as well as details concerning the I.T user query including any steps that may have been taken to attempt to resolve the query before escalating the ticket. If necessary check with the Senior Service Desk Analyst or Service Desk Team Leader prior to escalating a ticket
To ensure that all actions and communications are recorded for (a): the life of an open ticket, or (b): prior to escalation. If a ticket is resolved without the need to escalate ensure that the steps taken to resolve a query are recorded
To ensure that all I.T user queries are dealt with within the published Service Level Agreement
Become well versed with common I.T user problems, and be able to provide immediate solutions
Assist in creating new solutions and documentation for problems that are encountered for the first time, or when there is little or no documentation available, if necessary with the guidance of the Senior Service Desk Analyst or Service Desk Team Leader
To follow the I.T Service Desk rota, lunch break and comfort break schedule as directed by the Senior Service Desk Analyst, or Service Desk Team Leader
Technical Experience Required

Full Microsoft
Comfortable with Windows 7 and Office 2007
Experience of Service Desk environment and ticket management tools (we use ITSM)
No advanced network skills required (cisco, router…)

  Contact Information
Reference Name (If Any): 





 
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