Description
My client is currently seeking an IT Service Desk Analyst for an initial 2 month contract. You will Progress incidents, requests & problems primarily logged & passed from Frontline to either successful resolution or escalation to 3rd line analyst/resolver groups, ensuring that all incidents, problems and requests recorded via the IT Service Desk are resolved within target service levels.
Provide first point of contact on escalation from all users on all recorded incidents, requests & problems. Constantly striving to resolve incidents without the need for passing to other resolver groups.
As the primary customer facing part of IT, the IT Service Desk is pivotal in driving IT Service Excellence throughout the business, this role is key to achieving that principle.
Job Responsibilities:
- 1st/2nd line technical analysis of incidents/requests recorded via the IT Service Desk (MARVAL)
- Provide advice/assistance to all IT users in the resolution/escalation of incidents/requests.
- Maintain high levels of service to our customers ensuring that all target service level agreements, company policies & procedures are met.
- Take ownership of incidents following assignment and for as long as an incident is assigned to you
- Provide feedback to IT Service Desk Team Leader/IT Service Desk & Incident Manager in identifying amendment/creation of Service Desk processes & procedures to deliver an effective Service Desk function.
- Advise of any required tools & processes to enable the Service Desk function to operate effectively.
- Support the transfer of knowledge throughout the team.
- Support Frontline Analysts when required to ensure the correct logging, prioritising and escalation of incidents/requests.
Essential:
- Minimum of ISEB/EXIN ITIL Foundation(Green Badge) qualification
- Minimum Microsoft MCDST certification
- Microsoft Certified System Administrator (MCSA) qualification (advantageous)
- Sound knowledge of Service Desk & Incident management function, processes & practices.
- Minimum 18 months + support analyst/Service Desk support experience