DV Cleared Service Desk Analyst

DV Cleared Service Desk Analyst
Full time on site in Birmingham (12 Hours Shifts,24/7/365)
12 Month Contract
£250 - £300 p/d Inside IR35

Experience
* Worked in a Customer Service Role (technically diverse environment beneficial)
* Excellent Telephone Manner
* Excellent standard of written English
* Punctual and Reliable

Desirables
* ITIL Foundation Certification
* Operational knowledge and experience of working with call management systems
* Worked with a service management framework (ITIL beneficial)
* Intermediate working knowledge of Microsoft Office Applications
* Intermediate working knowledge of Microsoft Operations Systems
* Intermediate working knowledge of Microsoft Active Directory
* Basic working knowledge of Cisco VoIP and Video Conferencing systems

Key Tasks
The post holder will be required to do the following:
* Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
* Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
* Handle enquiries, complaints and escalations from customers and other stakeholders
* Able to analyse complex issues and follow established processes and procedures
* Assign priorities based on ITIL best practice (Impact/Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
* Provide an exceptional level of customer service
* Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
* Take ownership and responsibility of daily checks/tasks, ensuring they are accounted for and completed to a high standard
* Provide Service Announcements that are factual and timely as appropriate
* Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.