$20.25 - $27.75/hr
Full-time
Posted 23 days ago
Job description
This is for a British multinational electricity and gas utility company headquartered in Warwick, United Kingdom. Its principal activities are in the United Kingdom and North Eastern United States.
Employment Type: 12-month contract
(With high possibility for contract extension or conversion to permanent employment)
To take phone calls from the field on IT incidents being raised via the FFHD (Field Force Help Desk) and provide the next level of support, and improve resolving IT issues during first point of contact with the help desk.
Utilizing the Service Now tool to manage and record incident report to resolution.
Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Windows Certification and experience in support both Windows and iOS based machines.
Knowledge Base - create and attach Knowledge Base articles, view and edit Knowledge navigation.
Add/modify/delete users, groups and roles
Password and license management
**Help desk operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis
- 1 to 5 years' related working experience
All your information will be kept confidential according to EEO guidelines.
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Analyst?
A: To succeed as a Help Desk Analyst, key technical skills include proficiency in operating systems, software applications, and hardware troubleshooting, as well as knowledge of networking fundamentals and IT service management frameworks. Essential soft skills include strong communication and interpersonal skills, problem-solving abilities, and patience, allowing analysts to effectively interact with customers, diagnose complex issues, and provide timely resolutions. By combining these technical and soft skills, Help Desk Analysts can provide high-quality support, build customer trust, and lay a strong foundation for career growth into more senior IT roles.
