Service Desk Analyst

Service Desk Analyst - 1 week initial contract (potential extension) - Gloucester We are currently recruiting on behalf of one of our customers who are looking for multiple service desk analysts to provide some short term cover based on site in Gloucester. The successful candidate will provide front-line Service Desk support. This is a hands-on 1st line support role, focused primarily on answering incoming calls, following established scripts and processes, carrying out basic troubleshooting and accurately logging and updating calls within the Service Desk system. Key Responsibilities Answer incoming calls to the Service Desk.Act as the first point of contact for users requiring IT assistance.Listen to users'' issues and establish the basic details of the problem.Follow agreed troubleshooting scripts, knowledge articles and Service Desk procedures. Provide basic first-line troubleshooting and assistance. Resolve straightforward issues where possible using established procedures.Escalate issues that cannot be resolved at first line to the appropriate team.Accurately log all calls, incidents and requests on the Service Desk system.Ensure tickets contain clear and relevant information to support further investigation.Keep users informed of the progress of their calls where appropriate. If you are available and interested in this opportunity, please apply for further information. Please note that due to high volumes of applications we are unable to contact every applicant. ..... full job details .....