1st Line Analyst

  • Location
    Chesterfield, Derbyshire
  • Salary
  • Job type
  • Industry
    Building and Construction
  • External Reference
  • Category
    IT - Helpdesk, Technical Support

To act as the first point of contact for the ICT Support Services and be responsible for logging service requests received either in person or via telephone and electronic means. Where possible, provide first time fixes and resolutions to problems and where this is not achievable ensure that these are directed to the appropriate teams and resources to ensure prompt attention.

Key Result Areas:

  1. To be part of the team providing ICT Service Desk cover on a rota basis Monday to Friday between the hours of 8am and 5: 30 pm.

  2. To ensure that all calls received are properly documented in the Service Desk management system(s).

  3. To prioritise and escalate jobs to appropriate ICT teams, communicating matters which may be seen as complicated by non-ICT staff.

  4. To provide excellent customer care when dealing with users / customers both face to face and via telephone or electronic means.

  5. Ensure that users / customers are updated on the progress of their logged call on demand and proactively.

  6. Monitor progress of outstanding jobs against pre-defined service level targets.

  7. Receive new equipment and ensure that the hardware and software inventories are effectively maintained.

  8. Liaise with divisions, corporate departments and third parties as required to resolve issues related to the supply of goods and services.

  9. Participate in the setup / installation and delivery to end-users of new ICT equipment.

  10. Contribute to the update and maintenance of the ICT knowledgebase, media and licence libraries.

  11. Plan and manage contractors' on-site attendance.

  12. Ensure that all guidelines, policies and procedures are followed including the Incident Management Process.

  13. To undertake other appropriate duties as agreed from time to time as are consistent with the responsibilities and scale of the post.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Linda Reynolds