Location: London
Duration: 12 months +
Vetting: SC secuirty clearance, ideally DV
In this role you will be responsible for:
* Troubleshoot technical issues reported to Service Desk using available Knowledge Articles.
* Ensure Service Requests and Incidents are managed in accordance with Service Level Targets.
* Assist with maintenance and contribution of articles to the Service Desk Knowledge Base.
* Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk.
* Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.
Support onboarding of our new programme team.
Essential Skills
* A proactive approach and a focus on continuous improvement of self and service, with an appetite to work with others to simplify processes and improve efficiency.
* Excellent communication and customer service skills
* The ability to efficiently manage workload and escalates calls when required
* Broad knowledge and understanding of IT concepts and technologies
Desirable
* Experience working within a Service Desk or Helpdesk environment
* ITIL foundation
* Knowledge of AGILE and DevOps frameworks
* Enterprise level reporting tools
For further details please apply including full CV.
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