Service Desk Analyst
On a daily basis, the applicant will maintain ownership of faults and provide timely updates to both internal and external customers; ensuring faults are given the correct level of priority and meeting service level agreements. There is also an opportunity for the right candidate to train with our 2nd line support to expand their technical knowledge and help assist with 2nd line queries.
The role will be shift based; covering 8am until 6pm Monday to Friday and will require flexibility within this timeframe.
This is a Hybrid role - 2 days office based in Western-Super-Mare and 3 days WFH
The role will include but is not limited to:
- Dealing with incoming faults over the phone and via email.
- Logging incidents and faults on our service software and prioritising them in line with project procedures.
- Liaising with customers/engineers and providing regular updates.
- Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA (escalating to 2nd/3rd line support where appropriate).
- Diagnosing and resolving issues at first point of contact.
- Performing system admin duties and proactive system checks.
- Undertaking training in Costain’s technology products.
- Various administrative tasks including collating reports, managing users and passwords, etc.
Knowledge, Skills, and Experience
Essential
- Flexible
- Computer Literate – additional training will be given
- Willingness to learn
- Attention to detail
- Excellent interpersonal skills
- Problem solver
- Works to own initiative
- Confident
- Team player
Desirable
- Prior experience ina similar role
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