Summary: The Service Desk, Request Management Analyst role in Warrington, UK, requires an SC Cleared candidate to provide technical support as the first point of contact for users. The position involves troubleshooting IT issues, coordinating incident resolutions, and ensuring compliance with service level agreements. The analyst will also create knowledge articles and assist in process improvements while working on a rotational shift basis.

Key Responsibilities:

• Operate on a 365-day shift basis, including weekends and night shifts.
• Manage key incidents between the client and partners' ticket systems.
• Coordinate end-to-end printer incident resolutions within SLA targets.
• Proactively assist customers in reducing problem recurrence.
• Act as an escalation point for challenging calls/tickets.
• Provide guidance to other analysts and take responsibility for service requests.
• Troubleshoot and resolve IT issues related to software, hardware, desktops, laptops, printers, and phones.
• Log all customer contacts in the designated tool and take ownership of incident resolution.
• Reset passwords and manage application installations.
• Escalate unresolved issues to relevant support teams.
• Monitor and meet ticket SLA targets.
• Identify and implement process improvement opportunities.
• Create knowledge articles for common issues.
• Act as a backup for the Incident Manager as needed.
• Respond effectively to infrastructure alerts.

Key Skills:

• Must be certified Security Cleared - Essential
• Must be ITIL certified – Preferred
• Quantifiable experience of operating in a fast-paced client-facing engagement – Essential
• In-depth knowledge and hands-on experience in troubleshooting IT-related issues – Essential
• Constantly seeks to improve technical knowledge and research new product capabilities – Essential
• Possess excellent interpersonal skills – Essential
• Possess excellent soft skills, verbal and written communication skills – Essential
• Willingness to participate and lead project meetings with the customer on request – Essential
• Sound technical knowledge across ITSM tools and applications including MS Office, Skype for Business, etc.
• Knowledge of scripting will be an added advantage
• Flexibility to support night shifts and weekends as needed.
• Previous Service Desk/Infrastructure support experience.

Salary (Rate): £500

City: Warrington

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT