Service Desk Analyst

Service Desk AnalystRemote/Liverpool (on site once a week)3-6 months (could go perm) 150 per day (Inside IR35)A Service Desk Analyst is required for our client based in Liverpool. Occasional visits to the client site will be required. The successful candidate will provide support for a variety of software and hardware systems used within the organisation involving all aspects of customer support. The role includes telephony, remote and desk side support.The role will be responsible for day to day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements. Accountabilities- Providing customer centred support adhering to service level agreements to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations Ensure timely call resolution Provide first point of contact for any escalation for users throughout the business Ensure all documented processes are followed and provide for Service Improvements Actively seek out Service Improvements and suggest alongside service adoption Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings and ..... full job details .....