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Service Desk Analyst - Berkshire - 6 Months rolling

Job Title: Service Desk Analyst - Berkshire - 6 Months rolling
Contract Type: Contract
Location: Berkshire
Salary: market rates
Start Date: ASAP
Duration: 6 month rolling
REF: eg/C/ServiceDesk_1495015336
Contact Name: Eva Graf
Contact Email:
Job Published: about 1 year ago

Job Description

Service Desk Analyst - Berkshire - 6 Months rolling

We are looking for new Service Desk Analyst talent to join our clients team in Berkshire.

Main responsibilities will include:

  • 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
  • Ensure operational teams adhere to quality standards within the IT Service Management toolset

The ideal candidate will have the following:

Must Have:

  • 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

Nice to Have:

  • ITIL Qualified (Foundation)
  • Degree / HNC Level Qualification
  • Experience of ICT / and or Mobile Network Technologies

If this sounds interesting to you, please apply today or send your CV directly to

Service Desk Analyst - Berkshire - 6 Months rolling

Project People is acting as an Employment Business in relation to this vacancy.