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1st Line Helpdesk Support Analyst

Job Title: 1st Line Helpdesk Support Analyst
Contract Type: Temporary
Location: Solihull, West Midlands
Industry:
Salary: Negotiable
Start Date: ASAP/ Immediate
Duration: 6 Months
REF: HDS457744_1569236608
Contact Name: Ellise Fleming
Contact Email: ellise@projectrecruit.com
Job Published: 2 months ago

Job Description

Our client, a global provider of IT services, requires an experienced 1st Line Helpdesk Support Analyst for a 6 month temporary contract based in Solihull.

Key Requirements:

  • 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)