DV Cleared Service Desk/ Helpdesk Support
LA International Computer Consultants Ltd
22nd October 2019
£100 - £150
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DV CLEARED HELPDESK SUPPORT
My client based in Milton Keynes is currently looking for a Helpdesk Analyst to work in a Secure environment on a 6 month initial contract with potential extension.
*Monitoring and administering the mailbox and phone.
*Logging and recording all interactions, Incidents and Service Request tickets ensuring they are accurately raised, categorised and prioritised so that business expectations are well managed through effective communication.
*Performing investigation, diagnosis and resolution of Incidents and Service Requests.
*Providing First Contact Resolution (FCR) within a predetermined timeframe (where possible) utilising Knowledge Base Articles (KBA) and subject matter expertise.
*Provide a liaison role to 3rd party vendors throughout the duration of an incident.
*Actively monitoring and managing ticket stack, ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups.
*Managing the expectations of the end user throughout the lifecycle of the Incident or Service Request.
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 18 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.