IT Service Desk Analyst

IT Service Desk Analyst
Bristol; Milton Keynes, UK
Competitive salary

To provide 1st Level IT support to SCIS MOD users across all services to ensure respective SLAs & KPI's are delivered to the customer's expectations.

The position is located in Bristol/Milton Keynes, UK and will be expected to work across a 7x24x365 shift pattern.

Key Skills and Responsibilities:

•Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
•Ensure that requests for assistance are responded to in a timely manner according to agreed SLA's
•Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
•Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams
•Ensure full adherence to escalation procedures in Incident, Problem & Change Management
•Take ownership of escalations when asked, deliver solutions
•Seek to improve process & procedures

Qualifications and Experience:

•ITIL qualified
•BTO knowledge
•Understanding of MOD