First Line Support

Fist Line Technical Support

Ref: 79| Posted: 13th Jan 2020

Temporary Service Desk Analyst  - 3 month assignment

To work for world leading research and innovations organisation based in Teddington. Excellent working environment, free parking, subsidised restaurant.

Duties will include:

  • Assess and resolve incidents and requests for information, researching technical issues to diagnose and resolve or escalating to 2nd Line Support Analyst team where necessary
  •  Provide a high level of customer service, assistance and support, liaising directly with the customer and responding to inquiries and incidents
  • Follow up with customers to ensure resolution and close out of incidents in a timely manner and to meet service level agreements and customer requirements
  •  Document, maintain and provide support information to employees so that they are able to develop their use of the technology, minimising repeat calls to the service desk
  • Log and document incidents and report progress of re-occurring trends to the Service Desk Manager
  • Develop knowledge, technical skills and experience relevant to the supported systems
  • Set up hardware peripherals, consumables & Audio Visual Equipment, whilst monitoring stock levels

The ideal candidate will be available to start immediately and available for 3 months.

To be successful within this role you will ideally  have a minimum of 2 years experience

  • Multi-vendor desktop and laptops
  • Generic printers
  • AV equipment – projectors, LCD screens etc.
  • Knowledge of “SMART” Web Conferencing Suites
  • Good experience of using, configuring and troubleshooting telephony, including mobile devices and soft phone clients
  • A professional IT qualification (desirable) eg Microsoft MCP, Service Desk accreditation or ITIL Foundation

£!3.35ph + holiday pay