Service Desk Analyst
- Employer
- Permanent Futures Ltd
- Location
- Birmingham, West Midlands
- Salary
- Contract Day rate
- Closing date
- 16 Jun 2023
- Phone number
- 07502XXXXXX
View more
- Clearance Level
- DV, SC
- Sector
- Aerospace, Central Government, Cyber Security, Defence, Information Technology, Intelligence, Nuclear, Policing, Public Sector, Scientific, Security, Space, Telecommunications, Counter Terrorism, Surveillance
- Job Type
- Contract
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We're working with a Policing end client, to find Service Desk Analyst for a 12 month initial contract, in Birmingham with potential for contract extensions and great opportunities for further development within the organisation.
- Provide primary interface with customers via telephone, email, face-to-face and video conferencing.
- Logging of all Incidents, Service Requests, Problems, Changes and Knowledge in ITSM tool to ensure that issues are appropriately identified and tracked through to resolution.
- Analyse issues using 1st line knowledge, processes and procedures.
- Priorities issues based on ITIL best practice (Impact / Urgency) and determine if a 1st Line fix is achievable before escalating to 2nd Line Support or Third Parties.
- Provide a high level of customer service at all times.
- Take ownership and responsibility of daily checks / tasks, ensuring that they are accounted for and completed to a high standard.
- Provide Service Announcements that are factual and timely as appropriate.
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