SC Cleared Service Desk Analyst

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My client are looking for a number of SC Cleared Service Desk Analyst to support customers face-to-face, email and by phone.

Key Tasks and Deliverables

- Create accounts for new starters and troubleshoot any account access issues

- Act as a single point of contact for staff regarding escalated IT issues and queries

- Prioritise workloads to deal with daily set tasks and ad-hoc work

- Receive, log and manage calls from internal staff, via email, customer portal or walk-ups

- Maintain the Asset Database and track changes when issuing or collecting hardware/software to users

- Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, Smartphones, laptops, PCs and Printers

- Escalate unresolved calls to third line support if unable to resolve yourself

- Log all work in the Service Desk Call Logging system

- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

- Demonstrate a high degree of customer service for all support queries and adhere to all service management principles

- Provide statistics for the weekly Service Desk report on call trends from the service desk, using the ITSM tool

- Publish support documentation to assist staff with requests for information & provide staff training if required

- Smartphone account management and provision and iOS/Android mobiles and tablets

- Procure external technical support where problems cannot be resolved in house

- Self starter and must be able to work unsupervised

- Be fully flexible to assist with any IT Service desk tasks required

- Be able to participate and work as a team player

- Train users on how to use new software technologies

Experience required

- Minimum 3 Years previous IT Service Desk Analyst experience

- Incident Management experience - Managing incidents including business expectations and communication

- Basic User & Security Group Active Directory administration

- Strong knowledge of Microsoft OS and applications

- Experience with using and troubleshooting Google platform (gMail, Calendar, Drive, etc), Casper, SCCM, ITSM Tools

- Excellent communication skills and telephone manner

- Very strong documentation/process writing skills required

- Must be confident to train small groups of people (under 10 users)

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.