Service Desk Analyst

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

We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising work forces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our client's recruitment team and provide professional interim and temporary resources.Our client is a globally respected engineering organisation, providing white collar, Blue collar and engineering services to many sectors including energy, aerospace, marine and defence. They are committed to innovation and the continual pursuit of improvement, and with a brand holding over 100 years of service they are now developing their technology capabilities, venturing into new markets and building their customer base further.On behalf of this organisation, AMS are looking for a Service Desk Analyst for a 12 Month contract based in Derby.Purpose of the Role:This is a role for talented and hardworking analysts providing a 24x7x365 IT Service Desk based at the Rolls-Royce offices in Derby. As an Analyst, you will respond to, log and resolve requests from Rolls-Royce customers and Rolls-Royce employees across the globe that are making IT related enquiries, requests and reporting faults.Day to day, the role will provide a cross section of 1st and 2nd line IT support to internal and external customers. The role will also provide Operations Centre services around system monitoring.As a Service Desk Analyst you will be responsible for:Provide 1st line technical support for all customer contacts by participating in service desk provision on a rota basis.Respond to all customer contacts (Phone, email, requests, changes) in a professional and polite manner and in accordance with the agreed structure of the defined Service Level Agreement (SLA)Carry out 1st line responsibilities, including troubleshooting, diagnosing and resolving incidents and service requests while adhering to reference practices, procedures and knowledge articlesCarry out basic 2nd line duties such as troubleshooting issues with applications and performing regular data changes to live databases via scripting (SQL, XML, etc)Perform Operations Centre duties for monitoring, processing and reacting to alerting using Microsoft Server servicesSetup and configure new services on the Service Management tool according to instructions and proceduresUndertake account administration including new starters set up, standard application configuration changes, standard data load activities and system monitoringPerform a basic level of Major Incident Management when working out of normal office hoursWhat we require from the candidate:EssentialProven customer service experienceGood problem solving skillsExcellent written and verbal communication skillsFlexible and able to operate to time sensitive deadlines, managing multiple channels of activity and maturity of judgement to diagnose level of customer need.Demonstrate a broad understanding of the IT industryDegree educated or equivalent, or equivalent work experienceA broad understanding of IT technologies including operating systems and softwareProven ability to work both independently and within a team, with excellent organisation skillsFluent spoken and written English DesirableITIL Foundation Certificate (V2 or V3) and experience of working within a Service Management environmentTechnical Service Desk experienceExperience of Enterprise Service Management tool, preference with ServiceNowExperience of working with ACD telephone systemsApplication support skills, including basic SQL scripting, querying and command skills.Basic knowledge of XMLService Desk Institute QualifiedMicrosoft CertifiedIf you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.Please note that due to recent changes in Off Payroll (IR35) legislation, our client only operates with contractors that operate via a PAYE or Umbrella model. We are unable to accept applications from candidates wishing to operate under their own Limited Company.AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.