Service Desk Analyst

£200 - £270 per day
23 May 2017
20 Jun 2017
093200 - JZE
Jonathan English
Clearance Level
Job Type
***SC Cleared***
Service Desk Analyst
12 Month contract
£200 - £270 per day

One of our blue chip clients are looking for a number of Service Desk Analysts to join the team on a long term programme of work.

Key responsibilities:
The IT Service Desk Analyst will be the first point of contact for providing technical support to the accounts designated users. It will required a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.

*The successful candidate will be required to delivery such services on an operational rotated 24 x 7 shift working basis.
*The normal working schedule will be no more than 40 hours per week, exclusive of a 30 minute unpaid lunch break each day. As a specific provision of the service clients contracted roles deliverable requirements, the hours of when such work will be required to be performed will be notified in advance by the designated Line Manager and will be expected to be performed anywhere on a 24x7 basis inclusive
*To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
*Receiving, logging and managing calls to their conclusion from internal staff via telephone and email.

Key Skills / Experience:
*Responsibility for troubleshooting IT related problems from software / applications to hardware, such as desktops, laptops, printers and iPhones of the accounts designated users
*Responsible for troubleshoot basic issues operating system, network, email and shared resources such as network shares, printers etc.
*Log all customer contacts in CRM tool and take ownership of incidents to their desired conclusion
*Installation of all applications and resetting passwords to all enterprise applications
*Escalate unresolved calls to various application and infrastructure support teams
*Participate in enterprise application release / maintenance activities on request
*Closely monitor and meet ticket SLA targets
*Effective time / task management, as well as the ability to be flexible and creative on any given task
*Operating within a 24*7 Service Desk operation, as per agreed shift rota
*Willingness to take on extra responsibility, as and when required
*Responsible for monitor and maintaining defined SLA's
*Act as the designated backup for Incident Manager when reasonably instructed to do so

*Quantifiable experience of operating in a face paced moving client facing engagement.
*In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues.
*Constantly seeks to improve technical knowledge and researches new product capabilities.
*Possess excellent inter-personnel skills - Essential;
*Possess excellent soft skills, verbal and written communication skills.
*Willingness to participate and lead project meetings with the customer on request.

This is a great opportunity on a long running programme of work.
Apply now for your CV to reach me directly and I will reply as soon as possible.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

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.

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