Service Desk Analyst - SC Cleared

Job details
Posting date: 24 November 2021
Salary: £220.00 per day
Hours: Full time
Closing date: 24 December 2021
Location: Glasgow, G2 3GF
Company: Anglo Technical Recruitment
Job type: Contract
Job reference: 23472/2

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Our government client are currently looking for x2 Service Desk Analysts to join their team on a new contract.

Duration: 6 months
Location: Glasgow onsite
£ 220 per day
SC – Essential from day 1

This role offers the opportunity to play a critical part in supporting and servicing over 4000 users across the global offices. You will be an experienced IT professional looking to work with a first-class service desk team which is spread across 3 main locations.

You will be contracted to be part of the IT Service Desk within the Operations Team offering 1st and 2nd line support, you will work closely with the IT Service Desk Team Leader and other Service Desk Analysts. Reporting directly to the IT Service Desk Team Leader you will be responsible for the day to day call answering and handling of calls allocated to you by the Team Leader/Call Manager or escalated to you by other members of the Service Desk team within our Whitehall location (currently working remotely).

You will be customer-focused, instilling confidence and knowledge across the team and user community. You will have sound knowledge of IT Service provision and excellent end user/customer service skills.

You will be required to either already hold SC Security clearance or be willing to apply for this immediately upon taking up the role. BPSS is a minimum security clearance level to start in the role.

Key responsibilities and accountabilities

The responsibilities of the role will include:

• Providing call answering support on a rotation basis.
• Proactive management of your own call queue ensuring calls are answered within SLA target times
• Identifying, managing and owning Incidents with the support of the IT Service Desk Team Leader and Head of IT Service Desk
• Spot patterns in incoming calls that could indicate problems or incidents that should be escalated via IT Service desk Team Leader
• Report customer escalations to Service Desk Management Team
• Service desk hours 8am to 6pm you will be expected to cover some of this shift, either 8-4, 9-5 or 10-6
• Provide TechBar 1-2-1 1st line support to users in the office
• Provide adhoc administrative support to the hardware repairs, tracking requests and ensuring repairs are undertaken.
• Provide VCT support to users remotely and hands on within meeting rooms
• The Service Desk has been working successfully on a remote basis (with minimal support provided in the office) as a result of COVID-19 lockdowns. As local restrictions ease we will be increasing our office based presence. You will be required to offer both remote and in-office support. The office is Covid-19 secure and social distancing measures are in place to keep you safe.

You should have competent knowledge of the following applications / operating systems

Windows 10
Office 365 suite including Teams and One Note
Office 365 Admin – new users accounts, password resets etc
VPN/Remote working support
Android/ IOS
Intune Company Portal
Video conferencing endpoint device knowledge useful Polycom/Cisco

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