On Site Service Desk Analyst

Job Title:

On-Site Service Desk Analyst - Lincoln

Reporting to:

Prolinx Service Delivery Manager (On-Site)

Date:

September 2009

Brief overview of the role:

The Site based Service Desk Analyst will be part of a highly focused team responsible for manning an on-site support desk on a shift-rota basis.

The role will involve liaising with customers to ensure the timely resolution and/or escalation of all reported incidents against defined Service Level Agreements.  In addition, the successful candidate will be responsible for completing scheduled tasks through defined processes to ensure the quality of system is maintained throughout. Ideally, we are looking for an experienced individual capable of working in highly pressurised situations.

Key Skills Experience & Knowledge:

Key Skills

·         Proven experience/responsibilities across a number of IT functions/disciplines:

o    The logging and resolving of Incidents through Service Desk management - approx 2000 contacts a month.

o    Ensuring all contacts are prioritised and dealt with accordingly.

o    Managing the correct escalation of incidents to the relevant resolving agencies (End-to-End Service Management).

o    Responsible for the completion of scheduled maintenance tasks as directed.

o    Acting as Single Point of Contact (SPOC) for incidents relating to defined Service Level Agreements.

o    Assisting in the development of routines and processes that can be used within the Service Desk.

o    Assisting in the production of a contracted monthly report.

o    Carrying out any IT related tasks as directed through the relevant management chain.

People Skills

·         Customer Facing Skills in a Service Environment.

·         Ability to interact at all levels.

Experience & Knowledge

·         Knowledge of MoD station structure.

·         Understanding of Service reporting skills and tools.

·         Knowledge/Understanding of an Active Directory network environment.

·         Service Desk experience.

·         Experience of User Access and Data Management.

·         Experience/Understanding of Remote Access technology and its use

Qualifications and Experience:

·               Demonstrable knowledge and experience in the following applications would be an advantage:

o    Windows Server 2003 Environment

o    Active Directory Network Service

o    Microsoft Exchange Server 2003

o    Microsoft Office 2003 Suite

o    Windows XP desktop

o    Windows Remote Access diagnostics and tools

o    Sunrise Service Desk tool

o    Remedy Service Desk software

·         1 years plus proven Service Desk operation experience.

·         Knowledge of MoD working practices and associated ?acronyms?.