IT Service Desk Analyst (1 line)Up to £33,000 plus excellent benefitsCentral Milton Keynes, office based.Working Hours: Rotation of 8am-4pm, 10pm-6pm and 2pm-10pm As First Line Service Desk Analyst, you will be part of our clients UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR and Microsoft technologies within contracted SLA''s.This role Is heavily focused on SLA''s and ticket management. We''re looking for someone who is able to build strong rapport with end users and internal colleagues.Good communication skills is a must, as well as proactively keeping clients updated with the status of their ticket! You will be encouraging end users to follow process with logging tickets, and seeing it through to either resolution, or reassigning /escalating to 2 line support. As First Line Analyst, some of your duties will include:Act as first-line support, triaging and managing support tickets across hardware, software, and network issuesPrioritise, log, and resolve incidents and requests within the ticketing system, escalating where appropriateProvide clear, professional communication and regular updates to users throughout the resolution processTroubleshoot and resolve common technical issues remotely, aiming for first-contact resolutionDeliver an excellent customer experience with a friendly, solution-focused approachContribute to the creation and maintenance of knowledge base ..... full job details .....