Dieses Jobangebot ist archiviert und steht nicht mehr zur Verfügung.
Vakante Jobangebote finden Sie unter Projekte.

IT Service Desk Analyst - 6 Month Contract

Eingestellt von Thales

Gesuchte Skills: Support, Network, Vpn, Citrix

Projektbeschreibung

IT Service Desk Analyst

Thales are currently recruiting for an experienced IT Service Desk Analyst to be based at our
Doncaster site. Reporting into the Team Leader the IT Service Desk Analyst will provide a single point of contact for Thales' IT customers, as part of a managed service delivered to external
customers 24/7.

The purpose of the IT Service Desk Analyst is to provide IT support to all business users, logging incidents in the Service Desk tool (CA Unicenter) and diagnosing and managing these incidents through to resolution, in line with customer's Service Level Agreements.

Key Responsibilities/Tasks for the IT Service Desk Analyst:
End to end incident management of all reported incidents through to resolution, co-ordinating the activity of all internal resolver groups and 3rd party suppliers as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs.
Responsible for answering all calls to the Service Desk within the SLA response times
Recording all incident details and resolution activity into the Service Desk tool (CA Unicenter).
Provide root cause analysis and troubleshooting ensuring that all data is accurate and up to date.
Providing a high level of first time fix (c.70%) for all incidents.
Escalating incidents to the next level of management or technical support where SLA timescales are
reached.
Ensuring regular communications updates are provided to the customer until incidents are resolved.
Pro-active system and server monitoring providing response to and analysis of automated system
alerts.

Technical escalation as required.
Contributing to the development and maintenance of scripts with the Service Desk tool, ensuring these
are reviewed on a regular basis.
Production of standard and ad-hoc
Service Reports required for the Service Desk Manager.
Adherence to Thales procedures, working practices and department specific processes.
Other ad-hoc duties as required to support the Service Management operation.

Skills, experience & qualifications required
Service Desk experience, ideally in a multi- tiered enterprise environment supporting at least 4000
users.
ITIL Foundation Certificate.
Wintel experience in the following:
Active Directory, Microsoft Exchange and Citrix Management.
Thorough understanding of the following technical disciplines: Windows NT/XP/2003, Microsoft Office
2003.
Exposure to Laptop, Desktop, printer hardware support also Checkpoint VPN, PDA's and Network comms equipment.
Able to demonstrate a methodical approach to problem solving and troubleshooting.
Excellent communication, interpersonal and customer service skills with a customer focused attitude and desire to provide continual service improvements.
Previous experience of using Service Desk Tools, including scripts and SLA monitoring (CA Unicentre
Service Desk a distinct advantage)

At Thales we provide CAREERS and not only jobs.

With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements our mobility policy enables thousands of employees each year to develop
their careers at home and abroad, in their existing areas of expertise or by branching out into new fields.

Thales UK touches all of our lives, every day. Our expertise in secure network communications, for example, safeguards as many as 3.7 billion BACS transactions, worth around £1 trillion, every
year. We are a leader in onboard equipment for civil and military aircraft.

Thales UK Key Facts
Thales UK has earned 79 Queen's Awards for Technology and Export
Thales has invested more than £2bn in the UK within the last 10 years
Thales embodies many famous companies, including Racal, Shorts Missiles, Pilkington Optronics, Redifon MEL, Thomson Marconi Sonar, Thorn Missile Electronics, Avimo, Helio and others

*Faxing is not our preferred method of application. Please Apply to ALL positions by clicking "Apply Now"*

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Thales