Service Desk, Request Management Analyst - SC cleared

Your Responsibilities

• Delivery of services in a rotational 24x7x365 shift working basis including Weekend and Night shift.
• To act as a single point of contact for phone calls, chat, portals, alerts and emails etc. regarding issues and queries
• Handling and resolving user reported issues or alerts promptly, ensuring minimal disruption to business operations
• Managing and fulfilling service requests, such as software installations, access permissions, and hardware/Software setup.
• Creating and maintaining documentation and Knowledge bases to streamline support processes and improve efficiency
• Ensure clear and effective communication with users, keeping them informed about the status of their issues and requests ensuring customer delight in all interaction
• Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
• Perform Quality analysis when required
• Escalating complex issues to appropriate support team when necessary, ensuring timely resolution.
• Coordinate end to end with various parties for ticket closure within SLA
• Pro-actively assist customers to avoid or reduce problem recurrence
• Act as the designated backup for Incident Manager when reasonably instructed to do so
• Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
• Monitor alerts related to components of infrastructure
• Follow the process and procedures that are introduced but not limited to the above points.
• Closely monitor and meet ticket SLA targets
• Effective time / task management, as well as the ability to be flexible and creative on any given task

(Up to 10, Avoid repetition)

• Must be certified Security Cleared - Essential
• ITIL Foundation certified – Preferred
• Sound knowledge across ITSM tools, M365 applications, Active Directory, Entra , User Administration etc. – Preferred

• Quantifiable experience of operating in a fast-paced, client facing environment - Essential
• Experience of troubleshooting IT related issues – Essential
• Constantly seeks to improve technical knowledge – Essential
• Excellent Interpersonal skills – Essential
• Possess excellent soft skills, verbal and written communication skills – Essential
• Multitasking skills and decent typing skills – Essential
• Ability to Improvise:
  Being able to think on your feet and adapt to unexpected situations is important
• Effective listening, problem Solving and analytical skills - Essential