SC Cleared Service Desk Analyst in Birmingham, West Midlands

SC Cleared Service Desk Analyst
6 Months
£250 per day (Inside IR35)
Birmingham 5 days per week
Shift work - 3 days on 4 days off or 4 days on 3 days off

This role is to provide first line IT support expertise to help support the company network of services across the UK. The individual will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.

***Please note - The selected candidate MUST HAVE ACTIVE SC Clearance for this position***

Responsibilities on the role-
* 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

The candidate must have the below experience-

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

The below experience is desirable but not essential

* 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