Service Desk Analyst
Service Desk Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
We have an excellent opportunity for an office based Service Desk Analyst in the London Kennington Park office:
Key role responsibilities:
- Answer all incoming calls via Phone portal and emails and log them onto Service Now platform to ensure that the service level agreements are met.
- Constantly monitor outstanding job stack and ensure all jobs are progressed in a timely manner and within SLA
- To first time fix an issue within the agreed SLA using our inhouse systems Third Party and the Metropolitan Police Service systems.
- Evaluate problems effectively and escalate calls to engineers third parties suppliers Customers and Duty Managers.
- Undertake monitoring of Airwave network using supplied toolsets
- Undertake Event management duties as requested by the customer
- Manage any high severity or Major incidents in accordance with relevant process and procedures
- Initiate contingency plans in the event of any operational failure.
- Undertake Insite CDR analysis and Impact Assessment
- Ensure all Service desk incidents are handled in accordance with the contractual agreement
You will be working on a shift basis:
Average 37.5 hours per week 7am7pm Mon Sun Day Shift on Rota
7 pm 7am Mon Sun night shift on Rota
There will also be overtime and oncall.
Qualifications :
Previous experience in a Service Desk Environment is Essential
Strong and confident communication skills and the ability to manage a busy and demanding workload
Experience of Service Now would be a huge advantage
You must be comfortable with shift work and working oncall
Additional Information :
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like when you like how you like.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
