* Work as part of a team of Operations Analysts to ensure services are delivered within SLAs, provide First Contact Resolution (FCR) utilising Knowledge Base Articles (KBA) and subject matter expertise;
* Monitor and administer the Service Desk mailbox, phones and monitoring screens, logging and recording all interactions, incidents and service request tickets ensuring they are accurately raised, categorised and prioritised;
* Monitor and manage resolver group queue stacks ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups;
* Perform in-depth technical investigation, diagnosis and resolution of incidents and service requests that could not be resolved by Service Desk Analysts;
* Assist other teams, as directed, to control and manage service issues, problems and incidents.
* Contribute to technical documentation on known issues / errors, workarounds and permanent fixes to the central knowledgebase;
* Assist with the Access Control the Building Security system, Key/Password issuing process and Permit to Work in the Data Centres;
* Ensure continuity of handling across all shifts through appropriate communication and handover;
* Follow business processes and comply with all governance requirements;
* Provide go-ahead approval and capture completion for all change activities;
* Manage end user's expectations throughout the lifecycle of the Incident or Service Request;
* Liaise with a Problem Manager, Incident Manager and resolver groups to give and receive information and advice to support resolution;
* Technical liaison with 3rd party vendors throughout the duration of an incident.
Essential:
* Demonstrable record of delivering results and meeting targets.
* Good analytical skills and the ability to develop solutions with focus on customer needs.
* Effective verbal and written communication skills at all levels.
* Ability to build and maintain customer relationships and exceed expectations.
* Understanding of corporate drivers such as the strategy, values and core behaviors.
* Strong analytical skills. Ability to create, interpret and present data effectively.
* Sound level of technical WINTEL understanding.
* Previous Experience of working within a Service Desk environment, Incident and Request Fulfilment process disciplines + understanding of priority classifications and SLAs;
* Experience working in a secure environment
* Managing Modern Desktops - MD 101
* Microsoft Certified: Azure Fundamentals (AZ-900)
* Microsoft 365 Certified: Modern Desktop Administrator Associate MD 100
* 365 Desktop (Intune / EPM) Cloud experience
* Apple Mobile Phone / Apple Business Manager experience
This role should demonstrate knowledge and skills at SFIA level 4.
* Incident Management
* Customer service management
* Technical understanding
The role operates on a 24/7/365 Shift Pattern:
* 12 Hour shifts (D= 7am-7pm & N=7pm-7am)
* Working 7 Days & 7 Nights over a 4 week pattern.
* E.g. DDDNNNRRRRDDDDRRRRRRNNNNRRRR then repeat (R = Rest)
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
