Our client, a global provider of IT services, requires an experienced 1st Line Helpdesk Support Analyst for a 6 month temporary contract based in Birmingham.
- Experience in call & chat based frontline IT helpdesk support, excellent in verbal & written communications along with good problem-solving skills, experience of working in an ITIL environment using either Jira or Service Now as an ITSM tool
- Capability to document SOPs, raise scripts as well as user guides
- In depth understanding of L1 service model as well as underlying SLA's and KPI's, escalation process and associated quality metrics
- Prior experience in working from client location & front facing UK customers
- Minimum 3-4 years' experience in similar roles (ideally within multicultural environment)