Description
Support Desk Analyst - SC Cleared
Location: Milton Keynes
Duration: Initial 3 months
Steria Recruitment Ltd (a Steria company) provides recruitment and resourcing solutions to Steria, a leading European IT service provider.
This is an exclusive opportunity for a Security Cleared Support Desk Analyst to work for one of Steria major defence clients. Reporting to the Incident Manager, the Support Desk Analyst will be the technical bridge between application support and the development.
The Support Desk Analyst responsibilities will include:
- Ensure all incidents received from the service desk and has the relevant information attached before forwarding to the resolver
- Managing incidents through their life cycle, hastening each stage of the process as and when necessary
- Review all suspended incidents, update and obtain relevant information from the user to resolve the incident
- Triage all incidents and ensure SLA and KPIs are met
- Provide an interface for other support management processes
- Support to the Business Team in the maintenance of Functional Specifications
- Provide management reports
- Support to Configuration Management
- Provide mitigations on breached incidents to the customer
- Monitoring of managed application processes
Support Desk Analysts Skills:
- Able to work with customer and partners staff at various levels
- ITIL Qualified or experience
- MS Excel
- Excellent interpersonal skills required with the ability to build long term relationships
- Strong communication skills
- Able to work on own initiative and take ownership of a situation, resolving with a methodical approach
- Successful supportive, consultative approach to the application and assurance of common standards
Support Desk Analysts Desirable Skills:
- Working in a defence environment
- Remedy incident management
- Crystal reporting
- HP Service Manager 9
Due to current project timescales, the role requires a current SC Security Clearance.
The successful candidate must be willing to go through the required security clearance process. No agencies, so contact me directly through.
WINNER: BEST SMALL RECRUITMENT AGENCY TO WORK FOR: RECRUITER AWARDS FOR EXCELLENCE 2011
APSCo IT and Telecoms Staffing Company of the Year 2007 & Technical Staffing Company of the Year 2005