Job Title: IT Service Desk Analyst/1st & 2nd Line Support (System Migration Support)
Location: Worthing, Sussex
Day rate: £170 per day, payable to Ltd Company (Outside IR35) or Umbrella
Duration: 2 months initially
Pay frequency: Weekly
Start date: ASAP
Standard hours: Mon-Fri, 8 hours per day - 8am-4pm/9am-5pm/10am-6pm

Company: We are assisting a dynamic company who are searching for several IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment.
This Service Desk Analyst role will best suit professionals who possess system migration support or application support experience and ideally have operated in a 1st and/or 2nd line support capacity in a project environment.

Main Duties:

Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
Provide IT Service Desk Analyst/1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
Software support for laptops and desktops
Complete online and email ticket requests with a high level of diligence
Respond to user requests and assist and teach users where appropriate
Perform troubleshooting and fault diagnostics
Provide excellent customer service at all times and offering empathy and patience to the users
Take accountability and ownership for all assigned tickets
Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

Key Skills & Competencies:

Previous experience operating as an IT Service Desk Analyst/1st or 2nd Line Support/Technical Support role
Experience of supporting projects, ideally migrations and/or applications
Experience of using an ITSM tool
Competent at identifying and fixing desktop hardware & software issues
Basic networking and general fault diagnosis
Customer service experience and strong communication skills
Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
A team player who is self-motivated, enthusiastic, and keen to learn

Solutions Through Knowledge Contracts Limited

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