IT Service Desk Analyst
1 week ago
IT Service Desk Analyst
12 month contract
£20-25p/h Inside IR35
Havant, Hampshire
We are seeking an IT Service Desk Analyst to work for a major UK Defence Company based on the South Coast in Havant.
The position is required to work a 24/7 shift rota to support the operation, and this will include out of hours support. A large proportion of the tasks require monitoring and maintaining computer systems and networks, diagnose incidents and support rolloutsof new software. Additionally, you will be there to answer telephone calls, handle correspondence and complete ad-hoc tasks delegated by the leadership team.
You will need:
- Solid experience with Service Management tools: Tivoli Integrated Portal, Tivoli Provisioning Manager; Oracle; Java; AIX; Linux; Windows Server and clustered; firewalls; LAN / WAN.
- Using the Service Desk management tool, you will create and assign incidents and Service Requests.
- Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
- Assessing and prioritising of faults.
- Monitoring our extensive estate of servers, using Tivoli management system(s) and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
- Liaison with specialist support teams.
- Follow procedures and diagrams to resolve incidents
- Provide a competent level of out-of-hours support for our customers.
- Provide regular internal and customer reports on incident status.
- Liaising and supporting the response of 3rd party suppliers.
- Performing or arranging software rebuilds following system failure.
- Producing ad-hoc procedures to support task activity.
- Supporting the deployment of software configurations.
- Providing at desk training for new members of staff as required.
- Supporting customer visits to the area by demonstrating general tasks as required.
Required skills, qualifications and experience:
- Experience working in an operation support environment
- ITIL V3 Foundation.
Desired skills, qualifications and experience [JP]:
- Experience in 1st/2nd line support of AIX and/or windows Server systems.
- Ability to respond quickly to time critical problems.
- Excellent written and verbal communication skills.
- Ability to analyse data in order to make forecasts.
- Understanding of Oracle Databases.
- Understanding of basic LAN/WAN technology.
- Continuous Service Improvement
Qualifications and Experience:
High School diploma, or equivalent experience/combined education, with additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/IT-engineering tasks and 1 Year of experience.
Shift work information:
Our IT Engineers work a shift pattern on a rotational basis to provide essential support to our customers. The Service desk is operational on a 24/7 basis 365 days a year. The current shift pattern consists of earlies, lates and nights and each shift is8 hours in length. Weekend cover is provided by extended working days on Saturday and Sunday and on call support for weekend nights.
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