Service Desk Analyst
- Recruiter
- Confidential
- Location
- Corsham
- Salary
- 23000.00 - 32000.00 GBP Annual
- Posted
- 01 Jul 2022
- Closes
- 29 Jul 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Service Desk Analyst
Introduction
Net Consulting (NCL) are seeking a Service Desk Analyst to join our Defence team on a permanent basis in Corsham.
We provide managed services to the public and private sectors, helping organisations perform optimally and securely. We are at the heart of supporting the Ministry of Defence to deliver their digital backbone and unleash the power of Defence s data.
As a Service Desk Analyst, you will be part of an established team providing 1st line support services to our user community, ensuring tickets are addressed within SLAs and liaising with our customers to provide updates and validate resolution of issues. Additional training will be provided.
Our roles are only available if you hold, or fulfil the criteria to obtain, a UK Security Clearance.
Service Desk Analyst Responsibilities
Conducting Analysis and triage of application and data issues
Provide 1st line technical support to all staff by phone or email
Administer user access and configuration of new employee set-up
Application administration
Provide timely, clear and relevant updates to ITSM tickets.
Escalation to 2nd line and 3rd support teams
Monitoring IT Service Management queues for Incidents / Work Orders / Requests and providing updates within agreed timelines
Liaising with users to provide clear, concise, accurate updates on application and data issues
Capturing all incidents in the MOD s Remedy IT Service Management toolset
Service Desk Analyst Skills and Experience
Experience of using and/or administering the BMC Remedy IT Service Management toolset (experience is a bonus, however training will be provided).
Knowledge of ITIL practices, specifically Incident, Request and Knowledge Management
Capable of building effective working relationships with internal and external stakeholders at all levels
Able to communicate clearly in written and verbal mediums
Service Desk Analyst Personal Characteristics
Maintain a high degree of customer service for all support queries
Excellent telephone manner and face to face communication skills
Proven abilities to take initiative and be innovative
Able to spot patterns in repetitive incidents to identify trends and propose improvements
Self-motivated with the ability to manage their workloads independently to completion
Analytical mind with a problem-solving aptitude
Committed to excellence and capable of making tough decisions where necessary
Company Benefits and Perks
Competitive Salary
Contributory Pension Scheme,
Private Medical Insurance,
Life Assurance,
Critical Illness Cover,
Health & Wellbeing
25 Days Annual Leave (in addition to Bank Holidays)
Performance Bonuses (Personal & Company)
Excellent Career Progression Opportunities
Introduction
Net Consulting (NCL) are seeking a Service Desk Analyst to join our Defence team on a permanent basis in Corsham.
We provide managed services to the public and private sectors, helping organisations perform optimally and securely. We are at the heart of supporting the Ministry of Defence to deliver their digital backbone and unleash the power of Defence s data.
As a Service Desk Analyst, you will be part of an established team providing 1st line support services to our user community, ensuring tickets are addressed within SLAs and liaising with our customers to provide updates and validate resolution of issues. Additional training will be provided.
Our roles are only available if you hold, or fulfil the criteria to obtain, a UK Security Clearance.
Service Desk Analyst Responsibilities
Conducting Analysis and triage of application and data issues
Provide 1st line technical support to all staff by phone or email
Administer user access and configuration of new employee set-up
Application administration
Provide timely, clear and relevant updates to ITSM tickets.
Escalation to 2nd line and 3rd support teams
Monitoring IT Service Management queues for Incidents / Work Orders / Requests and providing updates within agreed timelines
Liaising with users to provide clear, concise, accurate updates on application and data issues
Capturing all incidents in the MOD s Remedy IT Service Management toolset
Service Desk Analyst Skills and Experience
Experience of using and/or administering the BMC Remedy IT Service Management toolset (experience is a bonus, however training will be provided).
Knowledge of ITIL practices, specifically Incident, Request and Knowledge Management
Capable of building effective working relationships with internal and external stakeholders at all levels
Able to communicate clearly in written and verbal mediums
Service Desk Analyst Personal Characteristics
Maintain a high degree of customer service for all support queries
Excellent telephone manner and face to face communication skills
Proven abilities to take initiative and be innovative
Able to spot patterns in repetitive incidents to identify trends and propose improvements
Self-motivated with the ability to manage their workloads independently to completion
Analytical mind with a problem-solving aptitude
Committed to excellence and capable of making tough decisions where necessary
Company Benefits and Perks
Competitive Salary
Contributory Pension Scheme,
Private Medical Insurance,
Life Assurance,
Critical Illness Cover,
Health & Wellbeing
25 Days Annual Leave (in addition to Bank Holidays)
Performance Bonuses (Personal & Company)
Excellent Career Progression Opportunities