Service Desk Analyst

Would you like to join a market leading organisation? Due to continued investment, this global business is currently looking for a Service Desk Analystto support their existing team in Havant (fully onsite) on an initial 6 month contract. Please note that this role will involve 12 hour shifts including nights and weekends, every day of the week 365 days per year.

The Role

As a Service Desk Analyst, your duties will include but not limited to:

• Ensure that incidents and problems are identified, triaged, and responded to efficiently and within require timescales. 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.
• Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
• Following 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
• Produce management reports from ITSM data
• Performing or arranging software rebuilds following system failure.
• Supporting the deployment of software configurations.

You

To succeed within the role of Service Desk Analyst, you'll have experience in a similar position in the defence industry, and you'll ideally have the following skills:

• Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.
• Experience of writing and implementing policies and procedures.
• Relevant ITIL qualifications
• Experience of postal operations.
• Experience of ISO 20000, 27001, 9001 assessment processes
• Experience with any of the following technologies is preferred (however training is provided where required)
• Service Management toolsets (ServiceNow/Hornbill/Remedy)
• Tivoli Integrated Portal/BigFix/SolarWinds/Zabbix
• A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory
• And understanding of Networking, firewalls, network monitoring tools.

Please note that due to security nature of this role, we can only consider those who are eligible for BPSS clearance.