Service Desk Analyst

Location: London
Duration: 12 months +
Vetting: SC secuirty clearance, ideally DV

In this role you will be responsible for:

  • Troubleshoot technical issues reported to Service Desk using available Knowledge Articles.
  • Ensure Service Requests and Incidents are managed in accordance with Service Level Targets.
  • Assist with maintenance and contribution of articles to the Service Desk Knowledge Base.
  • Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk.
  • Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.

Support onboarding of our new programme team.
Essential Skills

  • A proactive approach and a focus on continuous improvement of self and service, with an appetite to work with others to simplify processes and improve efficiency.
  • Excellent communication and customer service skills
  • The ability to efficiently manage workload and escalate calls when required
  • Broad knowledge and understanding of IT concepts and technologies

Desirable

  • Experience working within a Service Desk or Helpdesk environment
  • ITIL foundation
  • Knowledge of AGILE and DevOps frameworks
  • Enterprise level reporting tools

For further details please apply including full CV.

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