Service Desk Analyst (Apprenticeship) – Wokingham

  • Sector: i t telecoms
  • Location: Wokingham
Service Desk Analyst (Apprenticeship) – Wokingham

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Salary: £170 per week

The Client:

Our client provide support and consultancy service to a varied customer base. This primarly includes Citrix technologies butt also includes Microsoft technoligies

The Role and Responsibilities:

• Managing customer alerts through monitoring tools and ensuring the appropriate action is taken.
• Receiving and processing calls from our customer and 3rd parties both by telephone and email
• Raising fault tickets on our call logging application
• Troubleshoot 1st line Service Desk Incidents and Requests where possible
• Ensuring that call log data is accurately recorded and submitted in timely manner
• Proactive ownership of any calls that are raised on the system
• Managing and escalating calls appropriately in relation to the customer SLA levels
• Supplying customer and 3rd parties with timely updates on call progress

The Person:

• Self motivated.
• Co-operative and flexible team player.
• Excellent customer liaison skills, exhibiting tact and diplomacy.
• Excellent time management.
• Candidate should hold a full driving license

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