Service Desk Analyst

We are urgently recruiting for a Service Desk Agent to join our team in Leeds. Type: Full Time & Permanent Start: ASAP Shift work: Early Shift (8am-4:30pm) Standard Shift (9am-5:30pm) Day Shift (9:30am-6pm) Mid Shift (11am-7:30pm) Evening Shift (12pm-8:30pm) A weekend shift is also required Role:

• Service Desk Engineer will be the Single Point of Contacts for all IT related issues for end users whose key responsibilities include..
• Ability to understand the client query, Responds to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
• Provide first Level for all IT related services to end users , provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
• Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference