Direct Delivery Consultant - Social Housing & Operational Support
Eva Quinn
Job Description
An exciting opportunity has arisen for an experienced Service Desk Analyst to work with a Housing Provider based in Oldham on an Temporary basis.
Umbrella Rate: £17.28 Per Hour / PAYE Rate: £13.15 Per Hour
Duties:
- Operate as a single point of contact for telephone, email, self-service portal and walk-ins from staff regarding IT incidents and service requests
- Provide a world-class customer experience with every interaction, resolving straightforward problems at first contact.
- Manage multiple job queues and third-party supplier calls, ensuring that specific types of incidents or requests are assigned to the appropriate individual, team or manager.
- Responsible for 1st line triage, investigation, resolution and ownership of Service Desk incidents throughout the incident lifecycle
- Responsible for updating of the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible.
- Achieve continual service improvement for all functions associated with the Service Desk and IT support including the service catalogue, team knowledgebase, customer self-service portal and asset management database (AMDB).
- Facilitate the Major Incident procedure by providing communication to customers in preparation for planned work and unplanned outages.
- Administer a range of duties, including the starters, movers and leavers procedure, incorporating user administration and access management ensuring authorisation/access records are maintained in line with the organisations policies and procedures
Experience Required:
- Proven experience as a Service Desk Analyst or similar technical role
- Excellent customer service skills.
- Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
- Working knowledge of end user hardware and peripherals.
- Basic understanding of computer networks (components, cabling and IP addressing).
- Managing basic Active Directory objects (users, security/distribution groups).
- Excellent prioritisation skills.
- Able to maintain good supplier relationships.
- Excellent oral and written communications
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