- * Help desk Analyst required in Manchester*****
Duration 12 months
Location - Manchester (hybrid basis)
Shift work including weekends.
Inside ir35- Competitive rates
Our client is a Limited mobile virtual network operator in the United Kingdom, Ireland, Slovakia, and the Czech Republic. It is operated by British retailer.
Job role
Provide first-time fix or perform diagnostics and resolve IT incidents confidently and efficiently. Record, track and document the Service Desk problem-solving ...
Key accountabilities
- Support the OSD (Operational Service Desk) Squad Lead & Lead Analysts in all aspects of the OSD squad and the wider ITSM Chapter
- To ensure that there is team ethic when discussing team rota and covering helpdesk operational hours.
- Be a proactive team player and be part of a high performing helpdesk - resolving incoming work first time if possible and triaging and analysing to the highest standard and in line with key metrics.
- Drive quality in all aspects of responses and follow ups ensuring that all communications are professional and of the highest standard and within timescales.
- Proactively support ITSM performance through the monitoring and management of events, alerts, and alarms, providing resolution within SLA's
- Build key relationships both internal and external ensuring the best possible service and availability for TM and our customers.
- Ensure that all RCA's and PIR's are completed and recorded were required utilising business relationships to ensure that improvements are recommended and/or implemented.
- Support with ITSM driven initiatives, work as one chapter to deliver positive changes for the betterment of the ITSM Chapter
- To assist in creating, maintaining and upkeep of Knowledge Base articles to support the team and to ensure the continual sustainability of the squad and chapter.
- Be proactive and recommend process improvements were required and always look to support the chapter with any continual improvements.
- Be informed of any business change and deployments; ensuring that any impact or risk to the operational environment are fully documented and communicated.
- Support problem management by raising and managing any problem cases; owning to resolution and communicating regularly.
- Support with access control process, working through the access control requests and making improvements if any are identified.
- Proactively work on own development and mastery, this will include and not be limited to, ITIL fundamentals and understanding of Agile
Event Management:
- Event ID
- Event Logging
- Event Categorisation
- Event Prioritisation
- Notifications
- Escalation
- Resolution and Closure
- Service Catalogue
- Incident Management
- Problem Management
- Change Management
- Knowledge Articles
- FAQ's
- Release & Deployment Management
- SLA's and other Supplier contractual obligations
- User guides and manuals
- Training materials
Pontoon is an employment consultancy. We put expertise, energy, and passion into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an all-encompassing environment that helps them thrive.
Candidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy and operates as an equal opportunity's employer.
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