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Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Contract
Location: Gourock, Inverclyde
Salary: Up to £22399 per annum
Reference: BBBH58421_1534957333
Contact Name: Rachel Beattie
Contact Email: r.beattie@parity.net
Job Published: August 22, 2018 18:02

Job Description

Service Desk Analyst - 1 year Fixed Term Contract - Gourock - £22,399 per annum

A public-sector organisation looking to have an Incident and Monitoring Analyst to join their team on a 1 year fixed term contract. The purpose of the role is to provide Service Desk support, acting as a single point of contact between the business and the Incident and Monitoring function.

The Role:

  • Logs, categorises and prioritises Incidents and Problem, provides initial diagnosis and investigation and takes steps to restore service within agreed SLAs, escalating as necessary per established escalation policies
  • Monitors status of open Incidents and affected Configuration Items, progresses towards resolution
  • Participates in audit activities related to the Incident and Problem Management process
  • Prevents the replication of Problems across multiple systems
  • Keeps affected customers and stakeholders informed about progress of open Incidents and Problems
  • Respond and fulfil service requests to agreed SLA's
  • Manage Service Request queues

Essential Skills:

  • Experience in Stakeholder Engagement
  • Team Player, enthusiastic, proactive & self-motivated person, with strong organisational, planning & interpersonal skills
  • Able to work under pressure and think clearly in challenging situations in a logical manner
  • Work well in ambiguous and changing environment
  • Excellent written and verbal communication skills
  • Have a good understanding of business environments
  • Strong Interpersonal skills
  • Flexibility to adjust to changing business requirements
  • Good networking and influencing skills
  • Ability to prioritise and work to deadlines
  • Logical & objective

Desirable Skills:

ITIL v 3 Foundation accredited

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