Our client is based in North West Brits district and they are currently offering an Internship for 12 months for a IT Service desk Ananlyst.<\/p>\n
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Job Title: IT Service Desk Analyst Intern<\/strong> Duties & Responsibilities:<\/strong> FORMAL MINIMUM QUALIFICATIONS (RECOMMENDED):<\/strong>
\nLocation:<\/strong> Brits
\nReference:<\/strong> PTA002952-JL-1<\/p>\n
\nIT Service desk Analyst Intern \u2013 Group Services12 Month Internship OVERALL PURPOSE OF JOB:
\nLogging and assignment of calls by following correct procedures and to an acceptable level of quality.
\nProvide first-line support primarily within the remote support environment while maintaining a high level of customer satisfaction that meets the Service Level Agreement targets.
\nGENERAL TASKS:
\n-Effective call logging and management via the applicable call management tool within the contractualservice level agreements considering call acceptance, repair times, resolve times, journal entries,
\non hold and pending call statuses, call priorities and call closures.
\n-Effective communication to the team, management and client in terms of call statuses, problemmanagement, downtime and resolutions
\n-Diagnose and offer direct customer service and technical support to users through telephones, e-mails, and remote desktop services, ensuring excellent communication and customer serviceskills while maintaining a professional Service desk image at all times
\n-First-line account management via Active Directory, including user account creations, terminations,password resets and related queries
\n-First-line software and application access management
\n-First-line remote support on relevant applications, excluding specialized third-party support
\n-Identifying problems and bringing them to the appropriate resolution team\u2019s attention within thecommunication standards, with sufficient lead time to avert crises.
\n-Coordinate with second-line internal support team members and vendors to resolve technicalproblems with hardware and software, ensuring excellent communication and relationship skills
\n-Performing administrative functions, including the administration of procedures and report creationwhere applicable<\/p>\n
\n-Matric
\n-Potential studies within IT related field<\/p>\n