Call Logger/ First Line Support/ Helpdesk/ Service Desk Analyst

Call Logger/ First Line Support/ Helpdesk/ Service Desk Analyst

Location: Witham , Essex Salary: 98 - 100 per day Date posted: 30/04/2012 10:01 Job type:Contract Company: Global Technology Solutions Ltd Contact: Leah Winfield Ref: Totaljobs/JS1031 Job ID: 53481274

A fantastic opportunity has arisen for a Call Logger/ First Line Support/ Helpdesk/ Service Desk Analyst to join a well-established organisation based in their prestigious offices in Witham, Essex.

As a Call Logger/ First Line Support/ Helpdesk/ Service Desk Analyst you will work on an extremely busy 1st Line Helpdesk / Service Desk, answering between 40 - 60 calls each per day working to strict KPI, SLA's and support tasks (such as emails / managing incidents), ensuring all incidents and requests are registered on call logging system (HP Openview) and minimum of 70 of calls resolved on phone (remote tools are available).

The successful applicant must have previous solid customer service experience within Helpdesk / Service Desk working on a very busy environment for least one year.

You will possess good communication skills, good problem diagnosis and troubleshooting skills, follow policies and procedures, attention to detail, ability to prioritise varied and busy work load and quick learner (bespoke systems).

Applicants MUST have experience with the following:

* Microsoft Operating System (XP)
* Microsoft Application experience (in particular Microsoft Outlook)
* Helpdesk tools - ACD System
* Call Logging System
* Remote Tools (SMS) or similar
* Active Directory for unlocking / resetting user accounts
* ITIL Foundation MCP or MCDST qualifications would be desirable
* McAfee Safeboot experience would be desirable.

The working hours will be 7.5 hours per day and applicants must be available between the hours of 08:00 and 17:30 (M-F) with the possibility of extended hours in the near future. The role will pay 100 per day.

Applicants must live within a 40 minute commute to the centre of Witham.