Reed Secure is a specialist provider of permanent, contract, temporary and outsourced recruitment solutions for security cleared professionals.
We require DV cleared Service Desk Analyst’s to cover an existing workload within Counter Terrorism Policing, based in Birmingham Business Park (Office based).
This is an interim position for an initial 12 months with the potential to be extended, dependent on workload.
Job Purpose:
1. Provide first-line IT support to the CTP network of services across the UK.
2. Work as part of the Customer Service Centre (CSC) on a 24/7 shift rota.
3. Assign priorities based on impact and urgency and determine if a first-line fix is achievable before escalating.
4. Provide exceptional customer service and communicate with colleagues to identify errors and establish lessons learned.
5. Take ownership of daily checks and tasks, ensuring they are completed to a high standard.
6. Provide factual and timely service announcements as appropriate.
7. Work 12-hour shifts, covering a 24/7/365 rota, with flexibility to cover shifts as needed.
8. Shift Patterns: Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off.
9. Day shifts are from 7:00 AM to 7:00 PM, and night shifts are from 7:00 PM to 7:00 AM.
10. Flexibility is...