Job Description
Job title: Helpdesk OSD analyst\n Location: Hybrid (3 days on-site in Manchester)\n\nDuration: 6 months\n\nPay Rate: £250 per day\n\nAre you a proactive and technically skilled analyst with a passion for service excellence? We're recruiting for a Helpdesk Analyst to join a high-performing ITSM team within a major telecoms organisation. This role offers the opportunity to make a real impact in a fast-paced environment.\n\nKey Responsibilities\n\nCollaborate with the OSD Squad Lead and Lead Analysts to support all aspects of the OSD squad and ITSM Chapter.\nFoster a team ethic by actively participating in discussions about team rota and helpdesk operational hours.\nResolve incoming work efficiently, aiming for first-time resolutions while maintaining high-quality triage and analysis.\nDrive quality in all responses and communications, ensuring professionalism and adherence to timelines.\nMonitor and manage events, alerts, and alarms to support ITSM performance, ensuring resolutions are within SLA.\nBuild and nurture strong relationships both internally and externally to enhance service delivery for our customers.\nComplete and document Root Cause Analyses (RCAs) and Post Incident Reviews (PIRs), recommending improvements where necessary.\nContribute to ITSM-driven initiatives, collaborating as a chapter to implement positive changes.\nCreate and maintain Knowledge Base articles for team sustainability and support.\nIdentify and recommend process improvements, supporting the chapter's continuous enhancement efforts.\nStay informed about business changes and deployments, ensuring all operational impacts are documented and communicated.\nManage problem cases, driving them to resolution while providing regular updates.\nSupport the access control process, enhancing workflows as opportunities arise.
\n\nKey Skills and Experience \n\nStrong help desk or technical support background\nFamiliarity with APIs and hands-on experience using Postman or similar API testing tools\nExperience in unit testing with a focus on continual improvement in API monitoring and performance\nA mindset geared towards optimisation and automation, especially in alerting and incident response processes\nStrong documentation skills to ensure key processes and learnings are shared across the team\nSolid understanding of ITIL v4 (certification required)\nExposure to Agile methodologies\nA commitment to ongoing personal development in ITIL and Agile practices\nTelecoms experience is highly desirable but not essential \n\nPlease note: Due to the high volume of applications, only successful candidates will be contacted. If you do not hear from us within 48 hours, unfortunately, your application has not been successful on this occasion. However, we may retain your details for any future suitable vacancies and contact you accordingly.\n\nPontoon is an employment consultancy.
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