Service Desk Analyst

Job Title: Service Desk Analyst

Location: Portsmouth

Salary: 25-30 P/h

Key Skills: Unix, Linux, Windows OS, Active Directory, Tivoli, SolarWinds, Zabbiz, Networking, Firewalls, Service Desk

Are you a tech-savvy professional with a passion for solving complex IT challenges? A global leader in aerospace, defence, and security, is seeking a dynamic and dedicated Service Desk Analyst to join their innovative team. In this critical role, you will be the first line of support for our cutting-edge technologies, ensuring seamless operation and exceptional user experiences. If you thrive in a fast-paced environment and have a knack for troubleshooting and customer service, we want to hear from you. Join our client, where your expertise will contribute to groundbreaking advancements and secure the future.

The Role:

So, what will you be doing as a Service Desk Analyst?

• Collaborating closely with team members to carry out all day to day activities.
• Ensure that incidents and problems are identified, triaged, and responded to efficiently and within require timescales. Ensuring that calls are correctly prioritised and categorised.
• Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident.
• Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
• Liaising with specialist support teams.
• Following process and work instructions to resolve incidents, problems and events.
• Provide updates and reports on active incidents, problems and events.
• Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service
• Produce management reports from ITSM data
• Performing or arranging software rebuilds following system failure.
• Supporting the deployment of software configurations.
• Support of a 24/7 shift pattern, including accurate time keeping and required to support shift cover

What are we looking for in our next Service Desk Analyst?

• Experience working on a 24X7 Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries.
• Able to demonstrate an ability to meet challenges head on and adapt.
• Experience of writing and implementing policies and procedures.
• Relevant ITIL qualifications
• Ability to identify and progress improvement opportunities.
• Excellent analytical skills
• Ability to learn new bespoke systems and applications not worked with in previous roles.
• Experience of postal operations.
• Experience of ISO 20000, 27001, 9001 assessment processes
• Experience with any of the following technologies is preferred (however training is provided where required)
• Service Management toolsets (ServiceNow/Hornbill/Remedy)
• Tivoli Integrated Portal/BigFix/SolarWinds/Zabbix
• A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory

• And understanding of Networking, firewalls, network monitoring tools

My client is keen to get this position filled ASAP, so if you feel you have the skills and desire to provide passion and drive as the next Service Desk Analyst, this is the opportunity for you!

This really is a fantastic opportunity for a Service Desk Analyst to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

***PLEASE NOTE***

BPSS or eligibility to gain is required to be considered for this vacancy

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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