Service Desk Analyst

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.