Helpdesk Analyst

**Nicholas Howard Limited**is delighted to be recruiting for a new and exciting role as an (Application) Helpdesk Analyst.

Based in Warminster, the Application Helpdesk Analyst role is a part time position, working 20 hours per week reporting to the Sustainment Engineering Manager.

The Application Help Desk (JAHD) Analyst will be responsible for but not limited to:
Using the internal call handling system to respond to Helpdesk calls:

- Open a record with the call details on Remedy Incident tracking system.
- Incident problem handling and resolution, where possible.
- Escalation of complex Incidents to 2nd line support.
- Providing call status feedback to initiator.
- Contribute to successful delivery of Service Level Agreement.
- Closure of service incidents:

- Inform and agree with initiator the delivery of incident resolution / workaround
- Inform DII Single Point of Contact (SPOC) of incident resolution
- Close incident on call tracking system
- Analysis of call metrics to support continuous improvement.
- Provision of regular reports, to support tracking of Incidents, including open and closed Incident reports, statistics, and ad-hoc reports.

Required Skills, Qualifications and Experience**:In order to be successful you must have the ability to**:

- Diagnose, identify, isolate and analyse problems.
- Have a good working knowledge of Microsoft Office suite.
- Be a self-starter with willingness to learn from colleagues.
- Be a good team player and able to use own initiative.
- Have good communication skills.

Desired Skills, Qualifications and Experience**:It will be hugely beneficial if you have experience of**:

- Remedy or equivalent incident management software.
- Previous telephone helpdesk experience.
- Experience of working with Military and MoD personnel.