Help Desk Process Consultant

An opportunity has arisen that I think may be of interest to you. My client, a highly regarded global company with a great reputation, both locally and abroad has contacted us with a requirement.

They are looking for a motivated contractor preferably with experience in help desk management and process analysis/ documentation. To advise them as they rejuvenate and streamline their help desk processes.

Initially your role will be to asses and document the client's current help desk processes, in the areas of Incident management, request fulfilment, and problem management.
The next phase of the role will be to liaise between the help desk and the technical teams that support them to identify areas that can addressed to improve efficiency in the two departments.

On the delivery side you will be documenting workarounds, processes, and procedures with a focus on service improvement. Taking this back to the help desk and setting out the new procedures and ways of working . Soft skills, are very important to this role and will be high on the list of priorities with the interview panel.

Ideally you will have:

Certification

ITIL Foundation
ITIL Service desk manager
ITIL Incident desk manager

Experience in:

Help desk process
Training
Documentation
Active directory

Activities:

Incident Management
Call logging, investigation, diagnosis, classification and resolution
Call management (monitoring, chasing, comms to customers)
Process documentation

Request Fulfilment
Call logging, classification and resolution
Call management (monitoring, chasing, comms to customers)
Process documentation

Problem Management
Trend analysis
Process documentation
Skills transfer from technicians to Service Desk

Deliverables:

Service Improvement
Quality of incident recording
Increased rate of resolution at first point of contact (Service Desk)
Customer Satisfaction measurement and improvement
Models - definition, documenting and implementing

Documentation
Workarounds
Processes
Procedures
Knowledge Base

Location: Bradford
Rate : £175 Per day
Duration: 3- 6 Months

A large a part of this role is working between the various teams and the interview panel will be looking for some one with excellent people skills. This makes this role the perfect opportunity for the right person to take the next step in their career

If you are interested in this role and have most of the skills listed above please respond with an up to date CV as soon as possible.To find out more about Computer Futures please visit www.computerfutures.com