IT Service Desk Analyst 1st line support Liverpool/Remote. 120 per day PAYE 3 Month rolling contract O365 ServiceNow Leading professional services company is actively recruiting for an experienced 1st Line support Analyst/Service Desk Analyst to join a dynamic and friendly team. Joining a team of 18, the IT Service Desk Analyst/1st Line support Analyst will be: Providing customer centred support to provide call handling (20 calls per day, 16 resolved min), ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations Ensure timely call resolution with agreement from the client Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites Provide first point of contact for any escalation for users throughout the business provide first point of contact for any internal queries from Service Desk Analysts Report to Service Desk Management on Team Performance Workflow Co-ordination and Triage to agreed KPI''s. Technical skills for the position of IT Service Desk Analyst/ 1st Line support Analyst Proven ..... full job details .....