Service Desk Analyst

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.