DV Cleared Service Desk Support Analyst
Main Responsibilities:
This is a Technical Role within a Service Desk team working on-site in Aldermaston. The successful candidate will provide 1st Line telephone, e-mail, and chat ICT support to approximately 8000 end users. Providing Helpdesk/Web support through remote tools, telephone assistance, and email support. This role involves working a shift from 07:00 till 18:00 hours.
The role will involve working in a high secure environment, and as a result, we require applications from candidates who hold existing DV clearance.
1. Troubleshooting a variety of hardware and software issues
2. Logging reports and managing requests
3. Monitoring systems, repairs, upgrades, installations, and many other technical tasks
4. Being the first point of contact for customers and escalating issues when necessary
5. Keen to collaborate with others, knowing that the best results come from pooling ideas, experience, and expertise
6. Self-motivated and can work on their own initiative
7. Able to navigate a degree of ambiguity
8. Proven track record of performing under pressure
9. Great attention to detail and able to adopt new processes and procedures
10. An attitude towards delivering top-quality customer service in a challenging environment
Essential Skills Required:
1. Experience of having worked in a previous helpdesk environment within the IT sector
Desirable Skills:
1. Good knowledge of remote control technology/applications
2. TCP/IP knowledge
3. Knowledge or awareness of network infrastructures and terminologies
4. HP Service Manager 7
5. ITIL Foundation
6. MCP / MCSE
7. Working knowledge of Microsoft Windows 2000, XP, W7, Office 2003 / 2010
8. Experience of Active Directory including Admin Functions
9. Exchange Admin
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