Service Request Analyst (SC / DV cleared)

This job has now expired please search on the home page to find live IT Jobs.

Our Client is looking for an SC or DV cleared Service Request Analyst to carry out day to day request fulfilment activities.

The role requirements are:

- Serve as a single point of contact throughout the lifecycle of service requests.

- Work closely with the Service Desk and other Tier 1 teams to ensure that requests are being monitored, responded to and fulfilled within SLA.

- Proactively monitor requests and escalate requests which are within breach of SLA.

- Ensure regular communication with customers on the status of service requests.

- Responsible for the timely provision and de-provision of user accounts.

- Perform Tier 1 troubleshooting to resolve request-related incidents.

- Where necessary, engage with out-of-hours teams to ensure handover of high-priority requests.

- Ensure documentation of request fulfilment is up-to-date and available to other Tier 1 resolver groups.

Skills needed:

- Familiarity with ITSM call-logging software suites is essential.

- Competency with using Active Directory is essential.

- PowerShell experience is desirable.

- Experience in implementing process improvements or CSI initiatives is desirable.

- Knowledge of ITIL best practice, with ITIL Foundation desirable.

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 Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.