Location: West Midlands, UK
Industry: IT, Other
Rate: 100.0 - 150.0 GBP Daily
Job Type: Contract
Posting ID: JP-002171227

Job Description:


•To answer calls within 30 seconds
•Provide 70% of fixes at point of contact
•Creating and deleting Active Directory accounts
•To confirm the details of the caller, including; Full name, location, telephone number and computer name
•To update the caller details and ensure any changes in telephone number or location is subsequently updated in the contact details section in ServiceNow/VFire and Active Directory
•To record the issue the caller is reporting with a full description within the relevant Service Desk Support Software (ServiceNow/VFire).
•To use the Call Management software as a tool to guide the correct logging of an incident, using call scripts where applicable
•Recording an incident capturing essential information on the software or hardware which is at fault, recording an IP address and unique PC identification tag
•Ensuring the incident/RFS logged has the correct Priority and Business Service allocated and is assigned to the appropriate resolving group responsible for resolution
•Attempting to resolve the incident at first point of contact if possible and closing the ticket as a First Time Fix after confirmation from the end user that their issue has been resolved
•Using remote support tools available to the Analyst to aid in the resolution of an incident and if not, to obtain screen prints to aid the resolution process when assigned to an Internal Resolver Group
•Following the appropriate escalation procedures for the logging and reporting of a high priority incident, capturing all essential information, assessing and recording impact, and reporting this to an Incident Management function
•To monitor incidents assigned to the service desk queue in the Call Management tool, ensuring all incidents are updated and being progressed on to an eventual resolution
•To take ownership of incidents directly assigned to Incident Handlers themselves, taking the lead on contacting the end users, updating the incident record with missing information or updates on the incident itself and notifying the resolving groups of any urgent updates or chases
•To monitor personal quality issues reported to the Analyst and take responsibility in addressing these
•Logging tickets that are submitted via email and communicating back to the submitter
•Checking the incidents and requests raised by users of the Barnet Self-service Portal. When triaging calls to ensure the Priority and Business Service is correct before assigning or resolving the ticket
•Identifying and reporting back to line management on areas of the call logging process that could be improved, identifying any missing call scripts or applications requiring further understanding
•Contributing to the development and maintenance of a Knowledge Management Database
•Assisting in the training of new Incident Handlers and taking up a mentor role (dependent upon experience and selection)
•Ensuring Standards and Procedures outlined by Management are followed


    • Help desk
    • Service desk
    • Support
    • Windows
    • Customer service
    • active directory
    • Servicenow
    • Windows 10
    • Troubleshooting

Job Title: Service Desk Analyst

Location: West Midlands, UK

Rate/Salary: 100.00 - 150.00 GBP Daily

Job Type: Contract

Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices.

To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices.

We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.

Required Skills:

Help desk,Service desk,Support,Windows,Customer service,active directory

About TEKsystems:

TEKsystems® provides technology staffing and services, helping businesses deploy high-calibre IT and communications expertise under a range of delivery options including Staffing Services, Team Services, Global Services, and Workforce Management Services. We’ve become a billion-dollar services company by continually building on what we do best – blending superior client service with an unrivalled ability to source and manage talent to precise specifications, resulting in successful technology executions. Our offerings address various applications, infrastructure, and communications needs including technology deployment services, enterprise software support services, and asset management services. TEKsystems is a division of Allegis Group Limited, a wholly owned subsidiary of Allegis Group® Inc., the fourth largest staffing company in the world. Allegis Group Ltd is an Employment Business and Agency.

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Daniel Wright

Tel: +44(0)121 633 1651

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