Service Desk Analyst

We are urgently recruiting for a Service Desk Agent to join our team in Leeds.Type: Full Time & PermanentStart: ASAPShift work: Early Shift (8am-4:30pm)Standard Shift (9am-5:30pm)Day Shift (9:30am-6pm)Mid Shift (11am-7:30pm)Evening Shift (12pm-8:30pm)A weekend shift is also requiredRole:Service Desk Engineer will be the Single Point of Contacts for all IT related issues for end users whose key responsibilities include..Ability to understand the client query, Responds to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA'sProvide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end usersRoute tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.Assign Service Requests / incidents to appropriate support teams and follow up until closure.Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up stepsEducate Users about Self-help articles, best practices thus creating awareness about IT systems usage.Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.Ensure the ticket is updated with latest updates in a descriptive manner for future reference