IT Service Desk and Request Management Analyst

Job Description

IT Service Desk and Request Management Analyst Our client, a leading global supplier for IT services requires IT Infrastructure Service Desk and Request Management Analysts - Monitoring & Printer Support to join the team based at their clients offices in Warrington. You may be ableto work some days remotely until Covid abates.This is a temporary contract to start ASAP.Candidates must be SC cleared or eligible for SC clearance. The normal working schedule will be no more than 40 hours per week plus unpaid lunch breaks. You must be flexible to work shifts as per the rota to achieve 24*7*365 support including weekend & night shiftsJob PurposeThe IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications / computer systems / handheld devicesand to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolutionKey Responsibilities/ RequirementsKeying the incidents from Client ticket system to Partners ticket system and vice versaCoordinate end to end with various parties for printer incident closure within SLAPrinter Calls log analysisPrinter availability report preparation and analysisLiaising with suppliers and managing printer issuesDay-to-day management of 1st line technical service desk on printer incidents to respond to customer incidents and queries via email and phoneMonitor the Printer incidentsMaintain ongoing communication on the printer incident updates to customers provided by 2nd and 3rd line support teamsTicket management of Printer Incidents and New Printer RequestsPro-actively assist customers to avoid or reduce problem recurrenceAct as an escalation point agent for difficult calls/ ticketsProvide and assist peersReview and acknowledge service requestsTake overall responsibility for service request handlingAct as a further escalation point for the coordinators.Act as a single point of contact for calls, chat, portals and emails from staff regarding issuesResponsible for troubleshooting IT related issues such as software / applications to hardware, such as desktops, laptops, printers and PhonesLog all customer contacts in tool provided and take ownership of incidents to their desired conclusionInstallation of all applications and resetting passwords to all enterprise applicationsEscalate unresolved calls to various support teamsParticipate in enterprise application release / maintenance activities on requestClosely monitor and meet ticket SLA targetsEffective time / task management, as well as the ability to be flexible and creative on any given taskParticipate in collaboration technology environment (P1, Major Incident Management).Willingness to take on extra responsibility when requiredIdentify process improvement opportunitiesWork as a backup for other functional teams when necessary.Perform Quality analysis when requiredResponsible for aged ticket follow up and closureCreate Knowledge articles on common issuesAct as the designated backup for Incident Manager when reasonably instructedProactive monitoring and management of IT Infrastructure systems.Ensure the day-to-day operations of the monitoring and reporting infrastructure, identifying any need for preventive or remedial maintenance such as fine-tuning and capacityMonitor alerts related to the infrastructure and application.Participate in Calling Out Support Teams in case of Critical Incidents.Identify, capture, evaluate and report metrics and determine trending to drive process and product change.Provide analysis and feedback of system operations, performance, and stabilityMonitor adherence to guidelines on processing, alerting, maintenance and security.Help management in establishing KPI s, monitor thresholds, communicate metrics, and identify areas for review and improvement.Maintain accurate and up-to-date technical documentationPerform service restarts and disk expansions in Windows environment.Analyse the alert and gauge the incident priority accordingly.Analyse hardware and infrastructure to determine how it relates to the application performance.Analyse alerts and perform appropriate stepsMentors new hire and should be willing to work/ support as a shift lead when requiredKey RequirementsEssentialPrevious Service Desk / Infrastructure support experienceMust be certified Security Cleared or ability to be achieve on application (5 years UK residency minimum stay criteria)Must be ITIL certified with basic knowledge of IT Infrastructure such as Servers, Database, Storage etc along with basic network knowledge such as IP, Router, SNMP etc. - PreferredQuantifiable experience of operating in a face paced moving client facing engagementIn depth quantifiable knowledge and hands on experience in troubleshooting IT related issuesConstantly seeks to improve technical knowledge and researches new product capabilitiesPossess excellent inter-personnel skillsPossess excellent soft skills, verbal and written communication skillsWillingness to participate and lead project meetings with the customer on requestFlexibilityAvailable to support 24x7x365Willingness to work on weekends on rotational basisPreferredSound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, Solar Winds, SCOMKnowledge on scripting will be an added advantage

Keyskills :
Infrastructure| Service Desk| Request Management| Printer| Ticket Management| Servers| Database| Storage| ITSM | ITIL| Warrington| Manchester| Liverpo