Service Desk Assistant

Location Merseyside
Rate £12.38 per hour via umbrella
Duration 3 months
Posted 12/01/2022
Contract Type Contract
Hours Full Time
Start date ASAP
Do you need a DBS? No
Ref #REQ7750

Full Job Details

Key Responsibilities

Monitor the Service Desk, e.g. mailbox and self-service portal tool, ensuring new incidents are recorded, and customer queries are dealt with promptly.

Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process.

Provide 1st line support during extremely busy periods EG Major Incidents, ensuring that all information is gathered within our call logging tool to ensure that incident or service requests can be resolved by appropriate specialist resolver groups.

Assign unresolved Incidents to the appropriate specialist resolver group.

Log incidents with third party vendors, and take ownership of third party incidents until resolution.

Responsible for monitoring and tracking all Incidents and Service Requests that come in via the self service portal and ensuring incidents are resolved within service level target.

Escalate major incidents to the appropriate team. 

Record appropriate resolution details in the service management software, selecting the relevant resolution categories – contributing to the  Knowledge Base.

Resolve incidents, where possible, ensuring the customer is satisfied beforehand

The post holder will be required to perform Active Directory administration duties, including password resets & account administration.  This may include adding and administering permissions and security groups

The post holder will be required to perform Email (inc MS Exchange, NHS Mail) administration duties including, but not limited to, mailbox creation, updating email distribution groups and adding and administering Public Folders & Calendars

Candidates must be able to go to site to collect and when necessary return the equipment.


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