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Job Details
1st/2nd Line Analyst (Contract)
Location: Watford, Hertfordshire Country: UK Rate: £180 Per Day Inside IR35
Your new role
- Handle Incoming Requests: Log, track, and resolve incidents and service requests from end users via telephone, portal, email, and walk-ins.
- Immediate Action: Identify and take corrective action to resolve or contain issues directly. Use technical and problem-solving skills to address 70-80% of incoming calls.
- Record Keeping: Accurately record call details in the IT Service Management tool, ensuring customer information is up-to-date.
- Issue Monitoring: Monitor and escalate issues based on their severity.
- Troubleshooting: Utilise diagnostic tools, FAQs, and knowledge bases to troubleshoot problems.
- Team Coordination: Assign 3rd line issues to the appropriate team for faster resolution.
- Knowledge Base Contribution: Recommend information to be included in the knowledge base.
- Provide Guidance: Offer general advice, contact points, and guidance on available IT services.
- Team Collaboration: Work with other team members on a rotating basis to ensure continuous coverage during operational hours.
What you'll need to succeed
- Previous experience with 1st and 2nd line support (ServiceNow, Azure, ITIL, Windows/Microsoft,
- Ability to commute to their Watford office 5 days a week
What you'll get in return
- An initial 1-month contract (potential to extend, grow or made perm)
- £180 Per day rate inside IR35 (via Umbrella)
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
Posted Date: 03 May 2024
Reference: JS-4558615
Employment Business: Hays Specialist Recruitment
Contact: Julia Hernandez