IT Service Desk Analyst Apprentice
- Recruiter
- Kaplan
- Location
- Southampton
- Salary
- £16000 per annum
- Posted
- 30 Sep 2022
- Closes
- 17 Oct 2022
- Ref
- 189656
- Approved employers
- Approved employer
- Job role
- Trainee accountant
- Sector
- IT/Telecoms
- Contract type
- Contract
- Hours
- Full time
- Experience level
- Entry level, Apprenticeship
Duties include:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email and walk ups.
- Resolve incidents, requests and problems within SLA.
- Ensure a high first time fix rate for incidents.
- Act as escalation point for all requests, incidents and problems.
- Assign tickets to other technical teams with the required level of detail.
- Ensure the abandoned rate, average time to answer and first-time fix rate KPI targets are met.
- Ensure aged tickets are kept to a minimum.
- Create knowledge articles to assist the team and customers with the resolution of IT issues.
- Assist in software deployments and laptop builds.
- Identify and suggest possible improvements for the team (CSI).
- Attend service centres and satellite sites.