SC Cleared Service Desk Analyst

SC Cleared Service Desk Analyst Location - Hampton, Peterborough Pay - £21.46 Per hour Contract - min 3 month. This would be ideally suited to someone who is looking for a long-term contract/the long-term prospect of permanent opportunities. Hours: 4-on-4 off - 12hr shifts. 11 hours paid. Between 7am - 9pm. Rota basis. Required skills: Plenty of Customer service experience Previously worked in a Call Centre Active Directory Experience with Microsoft Word/Excel/PowerPoint/Outlook Speaking/typing in English to a professional level. Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible. Educated to GCSE Level or equivalent in Maths and English IT certificated desirable but not essential. Desired but not essential skills in Vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists. Requirements: Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. Proactively keeping Customers informed on incident or request status and progress. Escalate incidents where a first-time fix is not possible to either 2nd line support or the relevant resolver group. Adhering to Incident management procedures. Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. Keeping up to date with the current standard procedures. Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager Escalate potential problem issues with Problem and Incident Management. Contributing to team meetings. I.T. & Communications