Service Desk Technical Shift Analyst

Service Desk Technical Shift Analyst

Technical Shift Analysts are required to:

* Be readily available to answer the phone to our customers in a professional and efficient manner
* Providing a positive image of the company through your role as the first point of contact with customers
* Log calls via telephone into the appropriate call logging system and provide a high level of technical fix both in-hours and out-of-hours; for example but not limited to:
o Change Passwords and unlock accounts for internal and external customers where possible
o To provide first line hardware, peripheral and software support via telephone where possible
o Use Remote Desktop tools for software installations, hardware resolution and user guidance
o Attempt to fix VPN/RAS/Citrix issues before involving the desktop teams as per contract specification.
* Log faults, requests and queries received via e-mail into the appropriate call logging system, for example but not limited to:
o BMC Alerts mailbox - alerts sent by Control Bridge staff
o All contract specific mailboxes in accordance with contract hours - where trained
* To ensure that all work carried out in accordance with the Quality Procedures and in accordance with ITIL Incident Management guidelines
* Complete courtesy call backs to the customer where required
* Ensure calls returned to Service Desk are actioned without delay, both in-hours and out-hours. This includes contracts specific to the shift team
* Monitor 'open' incident calls
* Monitor related calls if required
* Monitor own 'open', 'pending' and '3rd party' incident calls
* Ensure that your individual training record is kept up to date
* To provide assistance to other support teams in providing information needed to resolve user faults
* To respond to fault calls logged using the appropriate tools, proactively resolving faults before severity and impact of fault escalates.
* To act as a point of contact for technical queries and share technical knowledge wherever possible, assist with technical training if required.
* Assist with any technical projects as and when required
* To identify potential improvements allowing improved use of resources by automation or change or procedures and feed them to the Team Leader
* Deputise for Shift Leader where required
* Add value to your team environment by being enthusiastic and maintaining a positive attitude.*****Job Description continued:
* To achieve all team and personal performance goals as defined by the company
* Provide a full Secure Remote service including, but not limited to:
o Action all queries received via telephone or e-mail
o Perform all required administration tasks
* Shift analysts, where trained, are responsible for the Major Incident Management function out-of-hours, in conjunction with the IPC team and Duty Manager. - see the relevant documentation in the Incident Management procedures
* Adhere to ISO9000 and ISO27001 procedures
* Actively employ, share and contribute to the company's knowledge base

The team support up to 100 contracts, so every call is different and there are also several off-line tasks that the shift team are solely responsible for.

There is currently a relocation exercise being undertaken to move the shift team to the Science Park (Bridgend). The role will eventually also include elements of Control Bridge tasks.

This is a challenging role within the service desk, dealing with many different contracts, levels of technical ability and knowledge.

Essentials Skills:
* Excellent written and verbal communication skills
* Proven ability to prioritise and manage workload effectively, communicate with all levels of staff confidently and be flexible to the needs of the role.
* Self-motivated and proactive
* Experience in following procedures and processes.
* As part of the interview process a technical test may used to ascertain suitability for the role.
PLEASE NOTE: If you have sat the Service Desk Technical Tests in the past three months, you will not be required to do them again as your scores will be carried forward and taken into consideration for this role.
* Must have BS clearance, and have the ability to obtain SC clearance

Desirable Skills and Qualifications:
* Experience working in a Service Desk environment
* An understanding of ITIL practices
* Familiar with One ITSM At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 68,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.
Skills