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Service Desk Analyst

4 weeks ago

London, Greater London, United Kingdom NECSWS Full time

We have an excellent opportunity for an office based Service Desk Analyst in the London Kennington Park office:

Key role responsibilities:

  • Answer all incoming calls via Phone portal and emails and log them onto Service Now platform to ensure that the service level agreements are met.
  • Constantly monitor outstanding job stack and ensure all jobs are progressed in a timely manner and within SLA
  • To first time fix an issue within the agreed SLA using our inhouse systems Third Party and the Metropolitan Police Service systems.
  • Evaluate problems effectively and escalate calls to engineers third parties suppliers Customers and Duty Managers.
  • Undertake monitoring of Airwave network using supplied toolsets
  • Undertake Event management duties as requested by the customer
  • Manage any high severity or Major incidents in accordance with relevant process and procedures
  • Initiate contingency plans in the event of any operational failure.
  • Undertake Insite CDR analysis and Impact Assessment
  • Ensure all Service desk incidents are handled in accordance with the contractual agreement

You will be working on a shift basis: 

Average 37.5 hours per week 7am7pm Mon Sun Day Shift on Rota

7 pm 7am Mon Sun night shift on Rota

There will also be overtime and oncall.

Qualifications :

Previous experience in a Service Desk Environment is Essential

Strong and confident communication skills and the ability to manage a busy and demanding workload

Experience of Service Now would be a huge advantage

You must be comfortable with shift work and working oncall

Additional Information :

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
  • 25 days paid holiday with the option to buy/sell (FTE)
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan 
  • A selection of flexible benefits to suit your individual needs
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like when you like how you like. 

Remote Work :

No

Employment Type :

Fulltime

Key Skills
Editorial,Catering,B2C,Camp,Computer Engineering
Vacancy: 1