Service Desk Analyst - Berkshire - 6 Months rolling

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 Eva.Graf@projectpeople.com

Service Desk Analyst - Berkshire - 6 Months rolling

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