Job Title: | Service Desk Analyst |
Contract Type: | Contract |
Location: | Reading, Berkshire |
Industry: | |
Salary: | Negotiable |
Start Date: | ASAP |
Duration: | 6 |
REF: | JA - SDA - 01_1502284002 |
Contact Name: | John Anakwenze |
Contact Email: | john.anakwenze@projectpeople.com |
Job Published: | over 6 years ago |
Job Description
I have a number of fantastic opportunities open for Service Desk Analysts with working knowledge of Microsoft Packages and familiar with ITSM tools sets example Remedy e.t.c, to come on-board and work for a vibrant, reputable telecommunications company based in Reading, Berkshire. 6 month initial contract position, competitive rates on offer. 12 hours shifts (Day and Night) and one week a month with a few weeks being 7.5 hour days.
Key experience:
- Experience in a fast paced operational environment
- Working knowledge of Microsoft packages (excel, power point, word)
- A logical approach to problem solving and great attention to detail
- Excellent communication and organisational skills
- Familiar with ITSM tool sets (i.e. Remedy)
- Successful at developing and managing relationships across all organisational levels.
Responsibilities:
- Support the Single Point of Contact for Operations
- Facilitate the restoration of incidents through careful 1st line diagnostics and timely assignment of tickets to the relevant resolving groups
- Ensure a prompt and professional response to all types of enquiries into the Service Desk (Telephone Calls, Tickets and Emails)
- Manage escalations as per Standard Operating Procedures (to escalate to Incident Manager, Problem Manager, Head of Service Assurance)
- Perform impact analysis on all Incidents and Service Requests reported into the Service Desk, ensuring the correct priority is assigned
- Assist and support the co-ordination of planned outages in co-ordination with other Operations groups
- Manage E2E Service Level performance across all operational partners via Jeopardy Management process
- Provide device testing / fault replication support for voice and data services
Project People is acting as an Employment Business in relation to this vacancy.
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