Service Desk Analyst (Contract)

6 months - With the possibility of extension
Existing SC Clearance Essential
Birmingham, West Midlands - (close to the NEC/Birmingham Airport)

Responsibilities
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

Essential Skills

• Customer Service Experience
• Knowledge of common IT software, hardware and terminology
• Excellent standard of written English
• Ability to work 24/7 and 12 hour shifts
• Full UK Driving Licence
• Existing DV Security Clearance is essential

Desirable Skills

• ITIL Foundation Certificate
• Experience of STRAP Environments
• Experience of HMG Protective Marking Scheme
• Experience within a secure police or public sector environment

Due to timescales involved we are only able to consider candidates who already hold a SC level clearance for this project, please do not apply if you do not hold a current DV Clearance