1st Line Analyst
1st Line Service Desk Analyst
£27,000- 12 Month FTC
Derby
You will need to provide end user 1st line Technical support in accordance with the achievement of all applicable Service Levels and Customer Satisfaction scores.
You must have the following experience:
Provide technical support to the business customers via telephone and instant chat, logging all tickets within ServiceNow.
Provide high levels of customer service and manage expectations on each and every contact, ensuring that our users are satisfied with their experience.
Take ownership of user Incidents and/or Service Requests, prioritize them based on an impact assessment and if applicable, resolve them within the agreed Service Levels.
Analyze user Incidents and Requests quickly & effectively to either resolve tickets or triage them onwards to other teams to ensure swift resolution.
Log, process and escalate more complex tickets to third-party providers, retaining ownership of these tickets and escalate where necessary.
Provide technical administration in Active Directory and other applications, to support New Starters, Leavers and staff moves.
Act as the first point of escalation for complaints or chase calls and deal with them in an appropriate manner.
Code Red Associates acts as an Employment Agency/Business with regards to this vacancy. As an Equal Opportunities employer Code Red welcomes applications regardless of race, gender, nationality, ethnic origin, sexual orientation, religion, marital status, disability or age. All applicants are considered on the basis of their merits and abilities for the job.
By applying to a job advertised by Code Red Associates or providing your contact information to show interest in a job advertised by Code Red Associates, you consent to the disclosure of your information to us in order to assist our legitimate business needs. This includes agreeing for us storing your information and allowing us to contact you in regard to suitable job opportunities. You are within your rights to ask us to remove your information at any time
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