SC/DV Cleared 1st Line Service Desk Analyst

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SC/DV Cleared 1st Line Service Desk Analyst

Milton Keynes

6 Months+

£100-£140 per day

My Government Client require a Service Desk Analyst to provide 1st line support for various IT systems and services, acting as the point of contact for incidents and service requests.

The role requires a self-motivated team player with strong communication and customer services skills and the ability to disseminate information and knowledge whilst putting into practice the advice and instructions provided to them. The 1st Line Analyst will be a resourceful and innovative personality who enjoys working within a busy and challenging IT environment.

This is a shift based role that will involve working within the Service Desk on a day shift pattern (7am - 7pm Monday - Friday)

Role Responsibilities:

*Monitoring and administrating the Service Desk mailbox, phones and monitoring screens.

*Logging and recording all Interactions, Incidents and Service Request tickets ensuring they are accurately raised, correctly categorised and prioritised and that business expectations are well managed through effective communication.

*Providing First Contact Resolution (FCR) within a predetermined time frame (where possible) utilising Knowledge Base Articles (KBA) and subject matter expertise.

*Actively monitor and manage all resolver group queue stacks ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups.

*Performing end to end ticket management through the review and quality assessment of all 'resolved' tickets and performing ticket closure activities.

*Managing the expectations of the end user throughout the lifecycle of the Incident or Service Request ensuring that continuity is maintained across all shifts through appropriate communication and handover.

*Seeking clarification and approval from the Incident Manager before prioritising an Incident ticket to P1 or P2 and resultantly declaring a Major Incident.

*Supporting the Incident Manager during the Major Incident process fulfilling any process role assigned to them (i.e. maintaining the ticket history / Incident timeline).

*Liaising with the Problem Manager to help gather written or verbal updates, workarounds or permanent fixes to in flight Problem records.

*Assisting (under supervision) with the on-boarding of new services/products into Service Desk support by liaising closely with the project development team to ensure that support requirements are documented, achieved and accepted prior to service take-on.

*Contributing documentation on known issues / errors, workarounds and permanent fixes to the central knowledge base used by the 1st Line roles across the Service Desk.

An understanding of priority classifications and SLAs is desirable.

Essential:

*The jobholder will need to be flexible, adaptable and willing to work where needed to meet Customer demands and thereby gain a broader skill set and wider business perspective.

*Previous experience of working within the Service Desk, Incident and Request Fulfillment process disciplines.

*Critical thinking and problem solving skills.

*Good personal planning and organisational skills (attention to detail).

*Good working knowledge of Microsoft Office applications plus an understanding of general networking technologies.

*An understanding of Central Government and OGD systems and HM Government security regulations.

Desirable:

*ITIL Foundation Certificate, preferably ITIL V3.

*SQL database knowledge

*Knowledge of IT Service Management toolsets i.e. HP OVSD and HP Service Manager (SM9).

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.