Service Desk / Helpdesk Analyst

Multiple positions

6-month contract

Milton Keynes/remote

Inside IR35

18ph (via Umbrella)

Must be SC cleared

Day to day duties and expectations

• Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
• To manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Provide Technical Leadership in own specific area of expertise.
• Document and reports on work completed to ensure compliance with Company and Customer Procedures.
• Contribute to the development of technical procedures and standards to meet business and customer requirements.
• Escalate issues in line with company processes to ensure customer demands are met.
• Able to communi cate on complex issues to meet business and customer requirements to avoid escalations.
• Evaluate escalations and resolve appropriately to ensure customer demands are met.
• Provide customer service to internal and external customers to ensure consistent experience.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.
• Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
• Ensure Department/Contract meets SLA performance targets
• Maintain and improve customer satisfaction levels
• Understand and adhere to policies and procedures
• Keep skills up to date with IT industry standards as appropriate to the role/Contract

Skills/experience required in detail

• MUST HOLD AN ACTIVE UK SC CLEARANCE NO SPONSORSHIP AVAILABLE
• Experience in a First- and Second-Line Support capacity, with demonstrable experience of resolving incidents for a large corporate customer
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure
• Committed to customer satisfaction and ownership of issues
• Experience of supporting Windows 7 and Microsoft Office 2010 including Outlook
• Experience with supporting remote workers across a VPN
• Demonstrates analytical and systematic approach to resolving complex problems and assignments.
• Takes initiative in identifying and negotiating appropriate development opportunities.
• Proven experience in IT Service environment.
• Demonstrates the ability to absorb and apply technical information.
• Uses broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role
• Demonstrates ability to engage and influence on complex issues at all levels both internally and customer facing.