Job Description
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:
* Provide first-line IT support to the CTP network of services across the UK.
* Work as part of the Customer Service Centre (CSC) on a 24/7 shift rota.
* Assign priorities based on impact and urgency and determine if a first-line fix is achievable before escalating.
* Provide exceptional customer service and communicate with colleagues to identify errors and establish lessons learned.
* Take ownership of daily checks and tasks, ensuring they are completed to a high standard.
* Provide factual and timely service announcements as appropriate.
* Work 12-hour shifts, covering a 24/7/365 rota, with flexibility to cover shifts as needed.
* Shift Patterns: Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off.
* Day shifts are from 7:00 AM to 7:00 PM, and night shifts are from 7:00 PM to 7:00 AM.
* Flexibility is required to cover shifts in case of emergencies or last-minute changes.
Skills and experience needed to be successful in this role:
* Existing DV Security Clearance is essential.
* Strong customer service skills, including a positive attitude and excellent telephone manner.
* Ability to communicate effectively via telephone, email, and video conference.
* Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool.
* Ability to handle enquiries, complaints, and escalations professionally.
* Analytical skills to follow established processes and procedures.
* Ability to work independently after initial training.
* ITIL certification is beneficial.
* Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices.
This role offers a competitive salary of £250 per day Umbrella (Inside IR35) – Open to negotiation for DV cleared candidates and you’ll be working via Reed who offer great benefits such as discounts, cashback offers and more as well as weekly pay.
You must have DV clearance in order to apply!
Please apply now and join us in loving Mondays!