Service Desk Analyst (DV-Clear)
Posted 7 days ago by Pigment Consulting
£250 Per day
Inside
Onsite
Birmingham, England, United Kingdom
Summary: The Service Desk Analyst (Tier 1) role at Pigment involves providing IT support as part of a Customer Service Centre, operating on a 24/7 shift rota. The position requires effective communication with customers and stakeholders, incident logging, and troubleshooting complex issues. Candidates must hold active NPPV3 or DV Clearance and be Sole UK Nationals. The role demands the ability to work 12-hour shifts, including public holidays.
Key Responsibilities:
- Communicate effectively with customers and third parties via telephone, email, and video conference.
- Log all Incidents, Service Requests, Problems, Changes, and Knowledge within an ITSM tool, categorising and prioritising them appropriately.
- Handle enquiries, complaints, and escalations from customers and other stakeholders.
- Analyse complex issues and follow established processes and procedures.
- Assign priorities based on ITIL best practice and determine if a First Line Fix is achievable before escalating.
- Communicate with colleagues to assist in identifying errors and troubleshooting.
- Take ownership and responsibility of daily checks/tasks, ensuring they are completed to a high standard.
- Provide factual and timely Service Announcements as appropriate.
- Work 12-hour shifts covering a 24/7/365 rota, including public holidays.
Key Skills:
- Effective communication skills.
- Experience with ITSM tools.
- Knowledge of ITIL best practices.
- Ability to analyse complex issues.
- Strong troubleshooting skills.
- Ability to work in a high-pressure environment.
- Active NPPV3 or DV Clearance.
- Must be a Sole UK National.
Salary (Rate): £250 daily
City: Birmingham
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Service Desk Analyst (Tier 1) | Birmingham, fully-onsite | £250 a day inside IR35 | DV and/or NPPV3 Clearance
Pigment are a Change & Transformation Consultancy that deliver critical and complex programs across the public sector. We are currently seeking Tier 1 IT Support Consultants to join our team, to help support our client's network of services across the UK.
Our team will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference.
Our consultants will be required to do the following:
- Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
- Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
- Handle enquiries, complaints and escalations from customers and other stakeholders
- Able to analyse complex issues and follow established processes and procedures
- Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
- Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
- Take ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standard
- Provide Service Announcements that are factual and timely as appropriate
Importantly, all of our consultants must be able to work 12-hour shifts, covering a 24/7/365 rota.
Day shifts are 0700 to 1900 hours
Night shifts are 1900 hours to 0700 hours
Please note that the 24/7/365 rota will include public holidays, Bank Holidays (Christmas, New Years, Easter, etc)
Due to the sensitivity of our work, our consultants must be Sole UK Nationals and hold active NPPV3 or DV Clearance, and must be able to undergo whichever of these clearances they do not hold.
If this is relevant to your skillset, please apply directly and one of the team will be in touch!