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Service Desk, Request Management Analyst
2 months ago
Job Title: Service Desk, Request Management Analyst
Location: Warrington, UK (Rotational shift)
Department/Practice: IT Infrastructure
Day rate - £500
Job Purpose and Primary Objectives
Candidate must be SC Cleared. The IT Service Desk and Request Management Analyst will act as the first point of contact for providing technical support to designated users. This role involves working with applications, computer systems, and handheld devices, undertaking analysis, diagnosis, and resolution of issues from straightforward to complex.
Key Responsibilities:
- Operate on a 365-day shift basis, including weekends and night shifts.
- Key incidents between the client and partners' ticket systems.
- Coordinate end-to-end printer incident resolutions within SLA targets.
- Proactively assist customers in reducing problem recurrence.
- Act as an escalation point for challenging calls/tickets.
- Provide guidance to other analysts and take responsibility for service requests.
- Troubleshoot and resolve IT issues related to software, hardware, desktops, laptops, printers, and phones.
- Log all customer contacts in the designated tool and take ownership of incident resolution.
- Reset passwords and manage application installations.
- Escalate unresolved issues to relevant support teams.
- Monitor and meet ticket SLA targets.
- Identify and implement process improvement opportunities.
- Create knowledge articles for common issues.
- Act as a backup for the Incident Manager as needed.
- Respond effectively to infrastructure alerts.
Key Skills/Knowledge Required
- Must be certified Security Cleared - Essential
- Must be ITIL certified – Preferred
- Quantifiable experience of operating in a face paced moving client facing engagement – Essential
- In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues – Essential
- Constantly seeks to improve technical knowledge and research new product capabilities – Essential
- Possess excellent inter-personnel skills – Essential
- Possess excellent soft skills, verbal and written communication skills – Essential
- Willingness to participate and lead project meetings with the customer on request – Essential
- Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
- Knowledge on scripting will be an added advantage
- Flexibility
- 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
- Night shift support and willingness to work weekends as needed.
Experience Required- Previous Service Desk/Infrastructure support experience.
Special Working Conditions- Availability for shifts, including weekends and out-of-hours, as required.
Person Specification- Strong problem-solving skills.
- Excellent communication skills.
