Service Desk Analyst

Service Desk Analyst - 1 week initial contract (potential extension) - Gloucester

We are currently recruiting on behalf of one of our customers who are looking for multiple service desk analysts to provide some short term cover based on site in Gloucester. The successful candidate will provide front-line Service Desk support. This is a hands-on 1st line support role, focused primarily on answering incoming calls, following established scripts and processes, carrying out basic troubleshooting and accurately logging and updating calls within the Service Desk system.

Key Responsibilities

• Answer incoming calls to the Service Desk.
• Act as the first point of contact for users requiring IT assistance.
• Listen to users' issues and establish the basic details of the problem.
• Follow agreed troubleshooting scripts, knowledge articles and Service Desk procedures.
• Provide basic first-line troubleshooting and assistance.
• Resolve straightforward issues where possible using established procedures.
• Escalate issues that cannot be resolved at first line to the appropriate team.
• Accurately log all calls, incidents and requests on the Service Desk system.
• Ensure tickets contain clear and relevant information to support further investigation.
• Keep users informed of the progress of their calls where appropriate.

If you are available and interested in this opportunity, please apply for further information. Please note that due to high volumes of applications we are unable to contact every applicant. If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.