Service Desk Analyst
Gold Group
- Portsmouth
- £25.00-30.00 per hour
- Contract
- Full-time
- Collaborating closely with team members to carry out all day to day activities.
- Ensure that incidents and problems are identified, triaged, and responded to efficiently and within require timescales. Ensuring that calls are correctly prioritised and categorised.
- Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
- Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
- Liaising with specialist support teams.
- Following process and work instructions to resolve incidents, problems and events.
- Provide updates and reports on active incidents, problems and events.
- Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service
- Produce management reports from ITSM data
- Performing or arranging software rebuilds following system failure.
- Supporting the deployment of software configurations.
- Support of a 24/7 shift pattern, including accurate time keeping and required to support shift cover
- Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.
- Able to demonstrate an ability to meet challenges head on and adapt.
- Experience of writing and implementing policies and procedures.
- Relevant ITIL qualifications
- Ability to identify and progress improvement opportunities.
- Excellent analytical skills
- Ability to learn new bespoke systems and applications not worked with in previous roles.
- Experience of postal operations.
- Experience of ISO 20000, 27001, 9001 assessment processes
- Experience with any of the following technologies is preferred (however training is provided where required)
- Service Management toolsets (ServiceNow/Hornbill/Remedy)
- Tivoli Integrated Portal/BigFix/SolarWinds/Zabbix
- A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory
- And understanding of Networking, firewalls, network monitoring tools
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