Summary: The Technical Helpdesk Analyst role involves providing essential technical support within a high-performing team, focusing on resolving issues efficiently and maintaining professional communication. The position requires collaboration with the Squad Lead and Lead Analysts to ensure quality service delivery. This contract opportunity is based in Manchester, offering a hybrid working model with a competitive daily rate. The role emphasizes a proactive approach to problem management and continuous improvement in service delivery.

Key Responsibilities:

• Resolve incoming work efficiently and effectively, aiming for a first-time resolution whenever possible.
• Proactively triage and analyse issues to the highest standard, in line with key metrics.
• Monitor and manage events, alerts, and alarms, ensuring prompt resolution within SLAs.
• Nurture strong internal and external relationships, delivering the best possible service to clients and customers.
• Contribute to problem management, raising and managing problem cases to resolution.
• Maintain and update the Knowledge Base articles to support the team and ensure the sustainability of the squad and chapter.

Key Skills:

• Telecommunication industry background.
• Proactive approach in identifying and recommending process improvements.
• Strong understanding of Event Management and ability to effectively prioritise and categorise events.
• Proficiency in incident and problem management, change management, and release & deployment management.
• Familiarity with service catalogues, SLAs, FAQs, and user guides.
• Desire to continuously develop and master ITIL fundamentals and Agile methodologies.

Salary (Rate): 250

City: Manchester

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT