Service Desk Analyst

Adecco are please to be recruiting for a Service Desk Analyst for our client Southern Water in the Sussex area.

This is initially a temporary role for 6 months.

You will have experience working on an IT Service Desk, with excellent customer service skills, and you can adapt quickly in a fast-paced environment with conflicting priorities and always keep customer service at the forefront of everything they do.

Working hours are Monday - Friday on a rotating weekly shift basis as follows:
7am - 3pm (week 1)
8am - 4pm (week 2)
9am - 5pm (week 3)

Responsibilities to include:
Working within a team of 8 Service Desk Analysts you will provide technical support to our userbase in a multitude of communication methods (telephone, email, self service portal and face-to-face - 70%). Managing request fulfilment, escalations, ad hoc jobs and project activities (30%)

Although the role will remain varied, day to day activities will include:
- Taking inbound IT support requests and logging on ServiceNow ticketing system
- Aiming for 1st line fix where possible
- Escalating any unfixable issues to 2nd and 3rd line support
- Meeting internal clients at the desk side to assist with hardware and software issues with the aim to resolve at first line
- Password resets using Active Directory (AD)
- Assisting users with multi factor authentication issues
- Assisting users when new technology is rolled out

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.

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