Our client, a global Professional Services firm are looking for Junior Helpdesk Analysts to join their Operations and Service Support Team.
The successful candidates will provide the primary, day-to-day interface to services through the Intelligent Service Desk and be responsible for logging, triaging, and assigning technical incidents before managing their flow through to resolution. The Analysts will also play an active role in proactive management of incidents - removing blockers, ensuring both client and internal stakeholder are well represented and receiving the best level of service.
Candidates need to be SC cleared (Our client will do this if you do not hold a SC certificate). Therefore, candidates applying for this role MUST have a minimum of five years' UK residency.
Tell Me More:
Location: Work from home
Rate: £22,500 (for standard business hours - moving to £27,000 for shift allowance) Regular performance-based reviews & bonuses.
Start Dates:Mid-June 2024
Duration: 2-year fixed term contract
Work Pattern: This role requires candidates to work shifts. Within an 8-week period - 5 weeks will be at standard business hours (between 08:00 & 18:00) 1 week an early shift (7am - 3:30pm), 1 week evening shift (3pm - 11:30pm) and 1 weeknight shift (11pm - 7am)
Your day-to-day activities will include:
- Accountable for the logging of incidents with any of the technology solution. Incidents may be presented via web portal (ServiceNow), email or telephone.
- Accountable for assignment of incident tickets to the most appropriate resolution resource based on a number of factors including availability, incident severity and service level agreement
- Accountable for the rapid assessment of the severity of an incident based on the information available and severity criteria
- Accountable for data gathering, collation and report generation across incident management and other service activities.
- Contributing to the development, evolution and embedding of the operating model and the processes within it, assuring that they comply with related standards and principles and are fit for operational purpose.
What Knowledge, Skills & Experience We Need
- Some previous experience within a helpdesk, call centre, customer service role
- Outstanding and confident communication skills
- Some IT/Tech knowledge/interest would be an advantage, although not essential for the role
- Attention to detail and organised.
- Problem solving and troubleshooting skills.
- This is a trainee position, and all training will be provided.
- Candidates must have or be able to get SC clearance. This requires a minimum of five years' UK residency
Next Steps
To express your interest in this opportunity, don't delay; please click Apply now.
About us
Momenta is a global contingent resource solutions company, providing skilled p