Service Request Analyst
- Job Type
Our client requires a DV Cleared Service Request Analyst to carry out day to day service request fulfilment activities within the service desk function.Tasks:Serve as a single point of contact throughout the lifecycle of service requests. Work closely with the Service Desk and other Tier 1 teams to ensure that requests are being monitored, responded to and fulfilled within SLA.
Proactively monitor requests and escalate requests which are within breach of SLA. Ensure regular communication with customers on the status of service requests.Responsible for the timely provision and de-provision of user accounts. Perform Tier 1 troubleshooting to resolve request-related incidents.Where necessary, engage with out-of-hours teams to ensure handover of high-priority requests. Ensure documentation of request fulfilment is up-to-date and available to other Tier 1 resolver groups. Skills / experience: Familiarity with ITSM call-logging software suites is essential. Competency with using Active Directory is essential. PowerShell experience is desirable. Experience in implementing process improvements or CSI initiatives is desirable. Knowledge of ITIL best practice, with ITIL Foundation desirable. It is not essential for candidates to hold current DV security clearance.
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