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Service Desk Analyst Ref. 336

IT
£26,187 to £28,002*

HMGCC has an exciting opportunity for a Service Desk analyst to join our team. We are looking for an enthusiastic, self-motivated person with an interest in IT and excellent customer service skills.

Technical Skills

We would need you to already have:

• Experience using call logging systems
• Experience of working to SLA and OLA within a support environment
• Clear, courteous telephone manner
• Experience using and/or supporting MS Office applications

To strengthen your application it would be desirable if you have:

• ITILV3 Foundation
• Microsoft/COMPTIA Qualifications
• SDI Qualification

Personal Skills

To work as a Service Desk Analyst you will be the type of person who has:

•Excellent communication skills
•Experience collaborating with multiple teams with different priorities
•Has the ability to prioritise tasks with different levels of impact and urgency

Putting Your Skills to Use

Using your expertise as part of our team you will:

•Deliver a professional and consistent level of service that provides resolutions within agreed deadlines and to customers' satisfaction.
•Work in accordance with the Service Desk and Incident Management policies, processes, procedures and work instructions.
•Assess, diagnose and, whenever possible, fix or provide a workaround to maximise the Service Desk's contribution to service call resolution.
•Log, prioritise and assign service calls to ensure that issues are resolved at the earliest opportunity and with minimum impact to users and their business.
•Monitor outstanding service calls, escalate when appropriate and communicate progress to all relevant parties.
•Record and disseminate accurate and comprehensive information to support 2nd and 3rd line support activity.
•Identify problem trends and opportunities for process improvement
•Assist with Service Desk documentation review and revision
•Work collaboratively with other Service Desks and support teams
•Provide regular and ad hoc information required for reporting
•Perform account administration tasks and system checks

You will play an integral part in ensuring that our Government's communication systems in the UK and around the globe are reliable and totally secure. In return we will offer you a positive and creative environment to work in and give you all of the tools and training to develop and be the best that you can be.

Service Desk Technicians are required to work a flexible informal rota ensuring support is available between 08:00 & 18:00 (except Bank Holidays).

To find out more about HMGCC and how we are truly individual both as an organisation and an employer visit the 'about us link'.

*If you are relocating to the area then we can discuss the possibility of a relocation package.

Please note dependent on the recruitment requirements, we withhold the right to bring forward the closing date for this role from the original closing date.