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129142BR Service Desk Analyst

  • Location

    Essex, England

  • Sector:

    Aerospace and Defence

  • Job type:

    Contract

  • Salary:

    Up to £0.00 per day

  • Contact:

    David Taylor

  • Contact email:

    David.Taylor@morson.com

  • Job ref:

    157472DTR_1551344833

  • Published:

    20 days ago

  • Duration:

    6 Months

  • Expiry date:

    2019-03-14

  • Start date:

    ASAP

  • Client:

    #

SERVICE DESK ANALYST - CONTRACT 6 MONTHS - HARLOW, ESSEX

ROLE OVERVIEW

As a Service Desk Analyst, the incumbent will provide first level support to Raytheon UK colleagues within the Incident Service Desk. Service Desk Analysts provide technical support, performing IT diagnostics over the phone, and progress incidents and service requests through to resolution or escalation to the appropriate area. The Service Desk Analyst with have a genuine interest in customer service, technical support and building relationships.

RESPONSIBILITIES INCLUDE

Responsible for performing first level incident/IT service request logging and problem management.

Resolve or escalate customer requests via Service Desk management system

Provide best-in-class IT customer service and rapid service resolution

Document and escalate IT problem trends, customer concerns and issues.

Create users and reset passwords

KEY SKILLS AND ABILITIES

ESSENTIAL

Demonstrated knowledge of IT troubleshooting techniques, computing technologies and desktop support. *A strong knowledge of Microsoft based operating systems. *Experience with using and troubleshooting Microsoft Office. *Basic understanding of PC hardware set-up and configuration. *Genuine interest in customer service, technical support and building relationships. *Ability to work well in a fast-paced team environment. *Excellent written and verbal communication skills *SC cleared or the ability to become SC cleared. *Bachelor's degree in Information Technology, Engineering, Science, or Mathematics, although significant experience and track record with tertiary qualifications is acceptable.

DESIRABLE

Professional certifications CompTIA A+, Security+ *Experience of working in an Incident Service Desk environment logging calls and performing IT diagnostics over the phone *Previous experience with ServiceNow and/or Service Desk Express

ADDITIONAL SECURITY INFORMATION: WE SEEK A SERVICE DESK ANALYST WHO HAS WORKED IN A MILITARY / DEFENCE ENVIRONMENT / INDUSTRY WITHIN THE LAST 12 MONTHS OR WHO IS CAPABLE OF OBTAINING SECURITY CLEARANCE (SC LEVEL MINIMUM)