Service Desk Analyst
2 weeks ago
I am looking for a number of Service Desk Analysts who hold a current/valid Security Clearance. On behalf of an IT Managed Services Business, you will be providing various highly sensitive end clients with 24x7 IT Support.
You will have previous experience on a 24x7 Service desk.
You will hold a valid Security Clearance.
**Location**: Hybrid (3 days in Birmingham, 3 days remote)
**Shift Pattern**: 4 on, 4 off - 12 hour shifts 7am-7pm / 7pm-7am (night shifts can be worked remotely)
**IR35 Status**: Inside
**Main Duties**:
- To record all incidents/changes/service requests using the internal Service Desk tool.
- Platform monitoring and Alerting.
- Provide a positive Service Desk experience; excellent customer service at all times.
- Contribute to a 'First Time Fix' target of 70%.
- Contribute to delivering a 70% Remote Resolution target.
- Ensure incidents and service requests are completed within the agreed SLAs.
- Make outbound phone calls to customers keeping them informed on a regular basis.
- Review and update 'Known Errors' database.
- Incident/Service Request; assign to appropriate internal or external team for resolution.
- End to end ownership of all Incident/Service Requests through to closure.
- Communicate technical issues to a non-technical audience.
- Assess, prioritise and manage workload ensuring contractual obligations are achieved.
- Contributing to delivering team performance.
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