Service Desk Analyst - Gov - SC cleared - Cloud - Remote - 3 months
Posted 1 week ago by Methods Business and Digital Technology Limited
£265 Per day
Outside
Remote
Remote , UK
Summary: The Service Desk Analyst role involves providing support for government services, focusing on incident resolution and customer communication. The position requires effective management of service desk activities and collaboration with various teams to ensure service delivery. Candidates must be willing to undergo Security Clearance as part of the onboarding process. This is a remote position offering a competitive daily rate.
Key Responsibilities:
- Working within a small team to split and provide coverage across support hours of 08:00 - 18:00 M - F, throughout the Early Life Support period.
- Completion of the day-to-day activities of the Service Desk, effectively managing the incoming contacts and routing them to the appropriate resolver team following triage, investigation and resolution where possible.
- Resolution and progression of:
- Incidents
- Requests
- Queries
- Act an escalation point, routing user escalations as per agreed processes both functionally and hierarchically. Notify the project of any significant issues arising to be captured during the Early Life Support period.
- Managing the customer's expectations in relation to the service and contact progression using best practice processes and keeping records up to date on-tool.
- Communicate effectively with customers, colleagues and suppliers at all levels to ensure effective, timely, appropriate and proactive solutions are applied.
- Diagnose and resolve as many incidents and requests as is practical, whilst developing technical skills and knowledge of specific areas required.
- Liaise with management and other support teams where necessary to ensure the provision of the service within agreed SLA's and to the customer's satisfaction.
- To act as a single point of contact for telephone calls, voicemails, walk-ups, emails and ITSM portal contacts regarding IT issues and handle requests for support following agreed procedures. Technical issues submitted through email to be logged into the clients ITSM toolset for investigation and resolution. Business queries to be raised with the correct business function for investigation and resolution.
- To receive and respond to monitoring alerts.
- Troubleshoots basic network issues.
- Utilise and contribute to the Knowledge Base to provide advice or resolve incidents.
- Enter and maintain relevant records in the Service Management tools.
- Promptly allocate incidents to the appropriate resolver group, within SLA.
- Request technical support from the project or external suppliers where problems cannot be resolved in house, following agreed processes.
- Communicates progress and resolution of support requests in line with Service Level Agreements.
- Advises management of escalations, actions taken and management information.
Key Skills:
- Experience in a Service Desk or IT support role.
- Strong communication skills, both verbal and written.
- Ability to manage customer expectations and provide effective solutions.
- Technical troubleshooting skills, particularly in network issues.
- Familiarity with ITSM tools and service management processes.
- Willingness to undergo Security Clearance.
Salary (Rate): £265 per day
City: undetermined
Country: UK
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Service Desk Analyst - Gov - Remote
Methods are currently recruiting for an experienced SDA for one of our Gov Services.
The role is paying up to £265 per day - Outside IR35 and an SC position.
Key Responsibilities
- Working within a small team to split and provide coverage across support hours of 08:00 - 18:00 M - F, throughout the Early Life Support period.
- Completion of the day-to-day activities of the Service Desk, effectively managing the incoming contacts and routing them to the appropriate resolver team following triage, investigation and resolution where possible.
- Resolution and progression of:
- Incidents
- Requests
- Queries
- Act an escalation point, routing user escalations as per agreed processes both functionally and hierarchically. Notify the project of any significant issues arising to be captured during the Early Life Support period.
- Managing the customer's expectations in relation to the service and contact progression using best practice processes and keeping records up to date on-tool.
- Communicate effectively with customers, colleagues and suppliers at all levels to ensure effective, timely, appropriate and proactive solutions are applied.
- Diagnose and resolve as many incidents and requests as is practical, whilst developing technical skills and knowledge of specific areas required.
- Liaise with management and other support teams where necessary to ensure the provision of the service within agreed SLA's and to the customer's satisfaction.
- To act as a single point of contact for telephone calls, voicemails, walk-ups, emails and ITSM portal contacts regarding IT issues and handle requests for support following agreed procedures. Technical issues submitted through email to be logged into the clients ITSM toolset for investigation and resolution. Business queries to be raised with the correct business function for investigation and resolution.
- To receive and respond to monitoring alerts.
- Troubleshoots basic network issues.
- Utilise and contribute to the Knowledge Base to provide advice or resolve incidents.
- Enter and maintain relevant records in the Service Management tools.
- Promptly allocate incidents to the appropriate resolver group, within SLA.
- Request technical support from the project or external suppliers where problems cannot be resolved in house, following agreed processes.
- Communicates progress and resolution of support requests in line with Service Level Agreements.
- Advises management of escalations, actions taken and management information.
This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected. Details of this will be discussed with you at interview.