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Senior Service Desk Support
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| Location: | Manchester greater manchester | manchester |
|---|---|
| Tags: | itil | service desk analyst | avaya | analyst | itil greater manchester | itil manchester |
| Type: | Contract |
I am looking for a Senior Service Desk Analyst to work for a major blue-chip organisation.
The Project Overview is detailed below:
The purpose of the Service Desk Senior Adviser to provide experience and support to the Service Desk Shift Leader, to supervise and motivate the team in the absence of the Shift Leader in the event of holidays and sickness.
The Service Desk operate a three shift system covering the core Service Desk support hours from 07:30 hrs through to 21:00 hrs daily and 08:00 hrs through to 16:00 hrs on a Saturday.
The Service Desk Senior Adviser is capable of performing all the activities undertaken by the Desk Advisers without supervision and provides the Service Desk with technical/ process expertise.
The Service Desk Senior Adviser also provides individual Service Desk support to the Development teams, outside the normal shift hours, from 03:00 hrs to 07:30hrs on a shift rotation basis.
Key Responsibilities:
Ability to work without supervision, understanding and managing the technical infrastructure that supports the Service Desk function Accountability for the Incident management Process Accountability for Routine call handling and Incident escalation to MIM (Major Incident Management) Ensuring incident records are raised correctly by the Desk staff, pro actively managed and closed successfully in conjunction with the customer Providing mentoring and training to Service Desk staff, ensuring shift members are trained to a competent level, avoiding any key man dependencies Managing staff resource, shift cover, holidays in the event of the Shift Leader being on vacation or sick Producing relevant M.I. from Service Centre on request Representing the Service Desk at CAB and Problem meetings Undertake and implement service improvement initiatives on the Service Desk
Desirable Skills/ Experience:
Relevant Knowledge of the ITIL Incident Management Process Relevant knowledge of the ITIL Problem Process Relevant knowledge of the ITIL Service Level Management Process Relevant knowledge of the Existing Business service levels Competent use of the Avaya Telephone Management system Thorough Knowledge of the Service Centre Management System Likely to have motivation and leadership skills Good Customer understanding / Business awareness skills Thorough understanding of IS Systems and applications Likely to have People facing/ management skills
The Project Overview is detailed below:
The purpose of the Service Desk Senior Adviser to provide experience and support to the Service Desk Shift Leader, to supervise and motivate the team in the absence of the Shift Leader in the event of holidays and sickness.
The Service Desk operate a three shift system covering the core Service Desk support hours from 07:30 hrs through to 21:00 hrs daily and 08:00 hrs through to 16:00 hrs on a Saturday.
The Service Desk Senior Adviser is capable of performing all the activities undertaken by the Desk Advisers without supervision and provides the Service Desk with technical/ process expertise.
The Service Desk Senior Adviser also provides individual Service Desk support to the Development teams, outside the normal shift hours, from 03:00 hrs to 07:30hrs on a shift rotation basis.
Key Responsibilities:
Ability to work without supervision, understanding and managing the technical infrastructure that supports the Service Desk function Accountability for the Incident management Process Accountability for Routine call handling and Incident escalation to MIM (Major Incident Management) Ensuring incident records are raised correctly by the Desk staff, pro actively managed and closed successfully in conjunction with the customer Providing mentoring and training to Service Desk staff, ensuring shift members are trained to a competent level, avoiding any key man dependencies Managing staff resource, shift cover, holidays in the event of the Shift Leader being on vacation or sick Producing relevant M.I. from Service Centre on request Representing the Service Desk at CAB and Problem meetings Undertake and implement service improvement initiatives on the Service Desk
Desirable Skills/ Experience:
Relevant Knowledge of the ITIL Incident Management Process Relevant knowledge of the ITIL Problem Process Relevant knowledge of the ITIL Service Level Management Process Relevant knowledge of the Existing Business service levels Competent use of the Avaya Telephone Management system Thorough Knowledge of the Service Centre Management System Likely to have motivation and leadership skills Good Customer understanding / Business awareness skills Thorough understanding of IS Systems and applications Likely to have People facing/ management skills
http://www.technojobs.co.uk/job.phtml/154156
