Help Desk Analyst in Warminster, Wiltshire

The Application Help Desk Analyst role is a part time position based at Warminster working 20 hours per week (Week 1 5 days 12.30pm- 4.30pm. Week 2 4 days 11.30am-4.30pm) reporting to the Sustainment Engineering Manager, the JAMES Application Help Desk (JAHD) Analyst will be responsible for but not limited to:

Using Lockheed Martin's call handling system to respond to Helpdesk calls:
· Open a record with the call details on Remedy Incident tracking system
· Incident problem handling and resolution, where possible
· Escalation of complex Incidents to the 2nd line support
· Providing call status feedback to initiator
· Contribute to successful delivery of Service Level Agreement
Closure of service incidents:
· Inform and agree with initiator the delivery of incident resolution / workaround
· Inform DII Single Point of Contact (SPOC) of incident resolution
· Close incident on call tracking system
Analysis of call metrics to support continuous improvement
· Using the JAHD mailbox, respond to SPOC emails and provide a daily update list
· Provision of regular reports, to support tracking of Incidents, including open and closed Incident reports, statistics, and ad-hoc reports

Vacancy Location Warminster
Required skills, qualifications and experience [JP] In order to be successful you must have the ability to:

• Diagnose, identify, isolate and analyse problems
• Have a good working knowledge of Microsoft Office suite
• Be a self-starter with willingness to learn from colleagues
• Be a good team player and able to use own initiative
• Have good communication skills

Desired skills, qualifications and experience [JP] In will be hugely beneficial if you have experience of:

• Remedy or equivalent incident management software
• Previous telephone helpdesk experience
• Experience of working with Military and MoD personnel

Using our client call handling system to respond to Helpdesk calls:

• Open a record with the call details on Remedy Incident tracking system
• Incident problem handling and resolution, where possible
• Escalation of complex Incidents to 2nd line support
• Providing call status feedback to initiator
• Contribute to successful delivery of Service Level Agreement
• Closure of service incidents:
• Inform and agree with initiator the delivery of incident resolution / workaround
• Inform DII Single Point of Contact (SPOC) of incident resolution
• Close incident on call tracking system
• Analysis of call metrics to support continuous improvement
• Using the JAHD mailbox, respond to SPOC emails and provide a daily update list

Provision of regular reports, to support tracking of Incidents, including open and closed Incident reports, statistics, and ad-hoc reports.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited (ARM). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.