Contract Spy
Guildford, UK
This role sits inside IR35
Reports To
IT Service Delivery Manager
Key Purpose of Job
Perform 1st line duties for the Information Systems Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.
Key Tasks
Receive calls from users in relation to any technical incident or query
Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken
Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques
Assisting visiting customers (Walk-ins) with their technical queries and attempting resolution if possible.
Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation
Monitoring of Service Desk...