Service Desk/ Operation Centre Analyst

Milton Keynes, Buckinghamshire

Service Desk/ Operation Centre Analyst

£200 - £240 per day

REF: 54848/003_1539260562

Role: Service Desk/Operation Centre Analyst
Location: Milton Keynes
Duration: 6 Months
Rate £240 per day
Start: ASAP
IR35 Status: Outside

Role Overview:
We require 4 Service Desk Analysts with O365 skills to join the Clients Operation Control Centre team which has in excess of 22,000 users globally.
This team performs a pivotal role in the successful delivery of front line IT services to the Client and their business customers.
This is a shift based role which involves working on rotating shift pattern 24x7x365.

Essential skills/experience required:

Critical thinking and problem solving skills.
BTEC qualification or equivalent in IT related subject
Good personal planning and organisational skills (attention to detail).
Good working knowledge of Microsoft Office365, 365 Azure AD, AD FS.
Working understanding of Microsoft O/S and applications, including but not limited to Windows Server 2008, Exchange 2003/2007, SQL 2008 plus general networking technologies.
Working knowledge of remote working technologies such as MSTSC, MSRA and iLO.
An understanding of Central Government and OGD systems and HM Government security regulations.

Desirable skills would be any of the following:
ITIL Foundation
Previous Service Desk, Incident and Request fulfilment process disciplines
SQL Database knowledge
IT Service Management toolsets ie HP OVSD and HP Service Manager (SM9)
Any applications knowledge such as CRM and Webmethods.

Duties include: Monitoring and administrating the Service Desk mailbox, phones and monitoring screens.
Logging and recording all Interactions, Incidents and Service Request tickets ensuring they are accurately raised, correctly categorised and prioritised and that business expectations are well managed through effective communication.
Performing technical investigation, diagnosis and resolution of Incidents and Service Requests.
Providing First Contact Resolution (FCR) within a predetermined time frame (where possible) utilising Knowledge Base Articles (KBA) and subject matter expertise. Provide a technical liaison role to 3rd party vendors throughout the duration of an incident. Actively monitor and manage all resolver group queue stacks ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups. Performing end to end ticket management through the review and quality assessment of all 'resolved' tickets and performing ticket closure activities Liaising with the Problem Manager to help gather written or verbal updates, workarounds or permanent fixes to in flight Problem records. Assisting (under supervision) with the on-boarding of new services/products into Service Desk by liaising closely with the project development team to ensure that support requirements are documented, achieved and accepted prior to service take-on.
Contributing documentation on known issues/errors, workarounds and permanent fixes to the central knowledgebase used by the 1st/2nd Line roles across the Service Desk.

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.

Published: 11th Oct 2018

Sectors: Government

Who to Contact: