Service Desk Analyst

Location: Portsmouth, Hampshire Salary: Negotiable
Sector: IT & Telecoms Specialism:
Type: Contract Contact: James Giblin

Service Desk Analyst



Service Desk Analyst needed for a leading Defence organisation based in Service Desk Analyst who are looking to employ an experienced Service Desk Analyst with experience of working in a Service Desk Analyst Environment

What the role entails:

Some of the main duties of the Service Desk Analyst will include:

Ensure that incidents and problems are identified, triaged and responded to quickly, professionally and courteously, 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.
  • Monitoring our extensive estate of servers, using Tivoli management system(s) and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
  • Liaison with specialist support teams.
  • Follow 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 to customers
  • Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first point of contact cutting down disruption to users and enhancing customer satisfaction
  • Liaising and administering the response of 3rd party suppliers.
  • Produce management reports from ITSM data
  • Performing or arranging software rebuilds following system failure.
  • Supporting the deployment of software configurations.
  • Provide on the job training for new members of staff.

Shift work - As a Service Desk Analyst you will be required to work shifts.

  • Operations Engineer's work a shift pattern on a rotational basis to provide essential support to our customers. The Service desk is operational on a 24/7 basis 365 days a year. The current shift pattern consists of earlies, lates and nights. Weekend cover is provided by extended working hours on Saturday and Sunday.

What you need to be the successful Service Desk Analyst:

In order to be the successful Service Desk Analyst and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • Experience working in a busy ServiceDesk environment
  • Experience following predefined Incident Management, Problem Management and Change Management processes
  • ITIL V3 Foundation.
  • Ability to respond quickly to time critical incidents, problems and events.
  • Working experience with Service Management tools i.e. Remedy, Service Now, JIRA, Confluence and Asset Management applications.
  • Experience working in an operational support environment
  • Understanding of Tivoli applications.
  • Ability to research and critically analyse data.
  • Experience in 1st/2nd line support of AIX and/or windows Server systems.
  • Ability to make unsupported decisions.
  • Ability to work under pressure.
  • Ability to prioritise work load for self and others
  • Excellent written and verbal communication skills.
  • Ability to analyse data in order to make forecasts.
  • Flexible approach.
  • Team player.
  • Understanding of Oracle Databases.
  • Understanding of basic LAN/WAN technology.
  • Continuous Service Improvement
  • Experience of postal operations.
  • Be able to obtain BPSS security clearance

This really is a fantastic opportunity for a Service Desk Analyst to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for an interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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