SC cleared Service Desk Analyst

Recruiter
TaTa Consultancy Services Ltd
Location
Warrington
Salary
£ 150 - £ 170
Posted
21 Nov 2017
Closes
08 Dec 2017
Contract Type
Contract
Hours
Full Time

The IT Service Desk Analyst will be the first point of contact for providing technical support to the accounts designated users. It will required a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution

PRINCIPAL ACCOUNTABILITY:

  • In conjunction with the ?Purpose of the Role? statement above, the job incumbent will be required to delivery such services on an operational rotated 24 x 7 shift working basis
  • The normal working schedule will be no more than 40 hours per week, exclusive of a 30 minute unpaid lunch break each day. As a specific provision of the service clients contracted roles deliverable requirements, the hours of when such work will be required to be performed will be notified in advance by the designated Line Manager and will be expected to be performed anywhere on a 24x7 basis inclusive
  • To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls to their conclusion from internal staff via telephone and email
  • Responsibility for troubleshooting IT related problems from software / applications to hardware, such as desktops, laptops, printers and iPhones of the accounts designated users
  • Responsible for troubleshoot basic issues operating system, network, email and shared resources such as network shares, printers etc.,
  • Log all customer contacts in CRM tool and take ownership of incidents to their desired conclusion
  • Installation of all applications and resetting passwords to all enterprise applications
  • Escalate unresolved calls to various application and infrastructure support teams
  • Participate in enterprise application release / maintenance activities on request
  • Closely monitor and meet ticket SLA targets
  • Effective time / task management, as well as the ability to be flexible and creative on any given task
  • Operating within a 24*7 Service Desk operation, as per agreed shift rota
  • Willingness to take on extra responsibility, as and when required
  • Responsible for monitor and maintaining defined SLA?s
  • Act as the designated backup for Incident Manager when reasonably instructed to do so

PERSON SPECIFICATION - QUALIFICATIONS, SKILLS & EXPERIENCE:

Process

  • Must be certified Security Cleared or ability to be achieve on application (5 years UK residency minimum stay criteria) - Essential;
  • Must be ITIL certified ? Essential;
  • Must be ITIL certified ? Essential;
  • 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 researches 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.,

Flexibility

  • Available to support 24x7 in case of requirement
  • Willingness to work on weekends on rotational basis

OTHER INFORMATION:

Working Hours: Contractual working hours are required to be undertaken between 7am and 7pm, Monday to Friday inclusive, as per business operational need requirements. From time to time, there may be a request of you to perform additional work outside of such and at weekends. Such requests will be made of you with as much advanced notice as is possible by the Service Delivery Manager, as per ad hock and unaccounted for business demands may require.

Kindly Note: We are only looking for candidates who hold valid Security Clearance for this role.


This job was originally posted as www.jobsite.co.uk/job/959581250