Your new role
As an IT Analyst, you will play a crucial role in delivering front-line IT services, ensuring the smooth operation of our IT estate and providing excellent customer service. Your key responsibilities will include:
- Deliver front-line IT service, responding to alerts and resolving customer incidents and service requests on a rotating 24/7 shift basis.
- Monitor the IT estate vigilantly, conducting quality triage of alerts or user contacts.
- Troubleshoot and resolve a variety of IT incidents, ensuring quick resolution and accurate recording of activities.
- Support the Major Incident Management process occasionally.
- Work as part of a team to ensure services are delivered within SLAs, providing First Contact Resolution (FCR) using Knowledge Base Articles (KBA) and subject matter expertise.
- Administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
- Manage resolver group queue stacks, ensuring SLA clocks do not expire and tickets are continually updated or appropriately escalated.
- Contribute to technical documentation on known issues, errors, workarounds, and permanent fixes.
- Manage end-user expectations throughout the lifecycle of incidents or service requests.
- Liaise with Problem Managers, Incident Managers, and resolver groups to support resolution.
- Act as a technical liaison with third-party vendors during incidents.
What you'll need to succeed
- Ability to obtain (or currently possess) UK Government Security Clearance i.e. British nationality and residency in the UK for at least five of the last ten years - You will not be considered for the position without meeting this first criteria.
- The ability to work 12-hour shifts (mixture of day or night shifts) on a 24/7/365 basis, with the potential for additional hours and on-call requirements.
- On-site attendance is required at the specified location.
- Demonstrable record of delivering results and meeting targets.
- Strong analytical skills and the ability to develop solutions focused on customer needs.
- Effective verbal and written communication skills at all levels.
- The ability to build and maintain customer relationships and exceed expectations.
- Sound technical understanding of WINTEL environments.
- Previous experience working within a Service Desk environment, with knowledge of Incident and Request Fulfilment processes, priority classifications, and SLAs.
- Certifications such as Managing Modern Desktops (MD 101), Microsoft Certified: Azure Fundamentals (AZ-900), and Microsoft 365 Certified: Modern Desktop Administrator Associate (MD 100).
- Experience with 365 Desktop (Intune/EPM) Cloud and Apple Mobile Phone/Apple Business Manager.
- Awareness of IT Service Management frameworks (e.g., ITIL), Asset and Configuration Management, Problem Management, Operational Management, Systems Operations, Testing, and User Focus.
- ITIL v3/v4 Foundation certification.
What you'll get in return
- An initial 6-month contract with a possibility for extension
- £240 - 265 per day rate Outside IR35 (via ltd company)
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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