Junior IT Service Desk Analyst

Responsibilities

Work in the Service Desk team as part of a 24 hours support model.Be responsible for all activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement.Receive calls, first line customer liaison.Record and track incidents and complaints.Keep customers informed on request status and progress.Make initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels.Monitor and escalate incidents and requests relative to the appropriate SLAs.Close incidents and requests.Carrying out daily tasks within the Service Desk ..... full job details .....