Service Desk/Helpdesk Analyst-ITIL- North East

Location
North East England
Salary
£20000 - £23000 per annum + 20% shift allowance and benefits
Posted
05 Apr 2017
Closes
03 May 2017
Ref
NB5920
Contact
Nicola Peart
Clearance Level
None / Undisclosed
Job Type
Permanent
Service Desk/Helpdesk Analyst- Gateshead

Salary 20-23k plus 20% shift allowance and benefits

Role:
*Responsible for the accurate recording of all calls/emails (Interactions) from the customer, production sites and 3rd parties into the Service Management tool including assigning an appropriate priority (based on impact and urgency) and passing all incidents/requests onto the appropriate resolver group for action; working to ITIL standards.
*Where possible, depending on skill level of the analyst, provide 1st line (and occasionally 2nd line) support for the '1st line fix' resolution of incidents/requests in a business critical production environment with very high systems availability constraints.
*Responsible for the constant progressing and tracking of all incidents through to resolution in line with defined procedures and SLA's.
*Production and distribution of regular management information
*To issue major incidents communications via email and or text messages
*Account maintenance within Active Directory
*Event Monitoring and recording incidents when error events occur ensuring the correct resolver groups are informed.

Required skills:
*Minimum 1 years IT Service Desk experience using an ITIL conformant service desk toolset (e.g. HP SM7, Heat, Hornbill, Remedy, Peregrine, Service Now etc).
*Knowledge of ITIL incident, request, problem and change management best practice.
*Basic knowledge of ITIL Configuration Management best practice.
*Understand the importance of data confidentiality, data protection and security.
*Good knowledge of standard MS office products.
*Very organised and enthusiastic.
*Excellent interpersonal skills (organisational and communication)
*Able to work unsupervised.
*Customer focused attitude to providing IT Services.
*An ability to organise and prioritise effectively.
*Displays a proactive and innovative approach.
*Able to work well under pressure.
*Must show a high level of personal integrity and encourage similar standards in colleagues.
*Independently mobile
*Must be able to travel to other sites and partner organisation locations.

My client are a global organisation, many years experience in their field of security printing. This is an exciting time to join the organisation, they are working on some very high level programmes and there is a lot of opportunity to progress your career and technical skills and knowledge within a thriving team.

Package:
26 days holiday
Bank holidays
Pension
Healthcare
Death in service

Please apply now for further details.


LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.