Service Desk Analyst

Project Recruit • Warrington, ENG, United Kingdom • 11h ago

Job Description

Service Desk Analyst- SC Cleared/SC Eligible

Our client, a leading global supplier for IT services, requires Service Desk, Request Management Analysts who are SC Cleared/SC Eligible to be based in their client's office in Warrington, UK.

You will be able to work some days remotely.

This is a 6 -Month temporary contract to start ASAP

Day rate: Competitive Market rate

Job Purpose

The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users.
Activities require a competent aptitude for working with applications/computer systems/handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution

Key Responsibilities

In conjunction with the 'Purpose of the Role' statement above, the job incumbent will be required to delivery such services on an operational rotated 365 days in a shift working basis including Weekend and Night shift.
Keying the incidents from Client ticket system to Partners ticket system and vice versa
Coordinate end to end with various parties for printer incident closure within SLA
Pro-actively assist customers to avoid or reduce problem recurrence
Act as an escalation point agent when difficult or controversial calls/tickets that are received.
Review and acknowledge service requests as per process
Take overall responsibility for service request handling
Act as a further escalation point for the coordinators.
To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries
Responsible for troubleshooting IT related issues such as but not limited to software/applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
Installation of all applications and resetting passwords to all enterprise applications
Escalate unresolved calls to various application and infrastructure support teams
Closely monitor and meet ticket SLA targets
Effective time/task management, as well as the ability to be flexible and creative on any given task
Operating within a 24*7*365 as per agreed shift Rota
Willingness to take on extra responsibility, as and when required
Responsible for monitor and maintaining defined SLA's
Identify process improvement opportunities
Handle contacts in a professional manner with utmost quality
Work as a backup for other functional teams when necessary.
Perform Quality analysis when required
Responsible for aged ticket follow up and closure
Create Knowledge articles on common issues
Act as the designated backup for Incident Manager when reasonably instructed to do so
Monitor alerts related to components of infrastructure
Effectively respond to the alerts
Follow the process and procedures that are introduced but not limited to the above points.
Apply temporary/permanent fixes, as required to eliminate issues
Collaborate with other departments and team members to implement procedures, methods, and best practices.
Stay updated about the latest information and apply those to the job

Key Requirements

Must be certified Security Cleared
Must be ITIL certified
Quantifiable experience of operating in a face paced moving client facing engagement
In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues
Constantly seeks to improve technical knowledge and research new product capabilities
Willingness to participate and lead project meetings with the customer on request
Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
Knowledge on Scripting will be an added advantage
Available to support in Night shift (12 hour working for 4 days and 4 days week off), or another rota, if requirement
Willingness to work on weekends on other shifts on rotational basis if required
Should be ready to work in shifts and out of hours (based on project requirement)
Require good problem-solving skills
Should have excellent communication skills

Due to the volume of applications received, unfortunately we cannot respond to everyone.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.