Service Desk Analyst

Location: London
Duration: 12 months +
Vetting: SC secuirty clearance, ideally DV

In this role you will be responsible for:

• Troubleshoot technical issues reported to Service Desk using available Knowledge Articles.
• Ensure Service Requests and Incidents are managed in accordance with Service Level Targets.
• Assist with maintenance and contribution of articles to the Service Desk Knowledge Base.
• Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk.
• Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.

Support onboarding of our new programme team.

• A proactive approach and a focus on continuous improvement of self and service, with an appetite to work with others to simplify processes and improve efficiency.
• Excellent communication and customer service skills
• The ability to efficiently manage workload and escalates calls when required
• Broad knowledge and understanding of IT concepts and technologies

• Experience working within a Service Desk or Helpdesk environment
• ITIL foundation
• Knowledge of AGILE and DevOps frameworks
• Enterprise level reporting tools

For further details please apply including full CV.