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Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Contract
Location: Reading, Berkshire
Salary: Negotiable
Start Date: ASAP
Duration: 6
REF: JA - SDA - 01_1502284002
Contact Name: John Anakwenze
Contact Email:
Job Published: about 1 year 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.


  • 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

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