Job Title:
SERVICE DESK, REQUEST MANAGEMENT ANALYST
Location:
Warrington, UK
Department/Practice:
IT Infrastructure
Job Purpose and primary objectives:
Candidate must be SC Cleared
The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications/computer systems/handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution
Key responsibilities (please specify if the position is an individual one or part of a team):
1. In conjunction with the Purpose of the Role' statement above, the job incumbent will be required to delivery such services on an operational rotated 365 days in a shift working basis including Weekend and Night shift.
2. Keying the incidents from Client ticket system to Partners ticket system and vice versa
3. Coordinate end to end with various parties for printer incident closure within SLA
4. Pro-actively assist customers to avoid or reduce problem recurrence
5. Act as an escalation point agent when difficult or controversial calls/tickets that are re...