Job Title: Service Desk Analyst
Location: Malvern, Worcestershire + Adaptive Working Arrangement
Package: Highly Competitive Salary + Benefits Package
Role Type: Permanent
Role ID: SF16311
Be part of the QinetiQ journey. Join us as a Service Desk Analyst at our Malvern site where you will have the opportunity to work with cutting-edge technology and many of the industry’s most brilliant minds.
The role
As a Service Desk Analyst you'll be responsible for the day to day functional operation of the Service Desk. This internal and customer facing role is integral to the running of the Service Desk, ensuring tickets are managed effectively and queries and issues raised by customers, stakeholders and internal support staff are resolved efficiently, escalating complaints and issues as appropriate.
Accountabilities of the Service Desk Analyst
* Use the ITSM tool on a daily basis, including accurate classification, prioritisation, triage, and allocation of tickets
* Challenge support teams to ensure tickets are updated and completed as required
* Seek to continuously improve the day to day running of the Service Desk, including improving the overall customer experience
* Provide a high quality support experience to internal and external customer, support teams, and stakeholders
* Work in accordance with organisation policies, procedures and work instructions, safeguarding confidentiality and integrity of company and customer information
* Produce a variety of accurate reports specific to customer and business requests
This is a full time role, 37 hours per week, based at Malvern Technology Centre. The succesful candidate will work as part of a shift system with the option to work from home three days per week.
Essential experience of the Service Desk Analyst
* Effective communication skills, both verbal and written
* Ability to discuss and/or correspond effectively on varied subject matters with a cross section of people.
* Adaptable, with the ability to prioritise a varied workload
* Ability to form good working relationships and collaborate with others
* Demonstrable experience in ensuring level of service meets business needs
* Basic knowledge of ITIL processes and the ability to expand knowledge in-line with business operations
Qualifications for the Service Desk Analyst
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience then we would like to hear from you.
Please note that all applicants must be eligible for SC clearance, as a minimum.
UKSV National Security Vetting Solution: guidance for applicants - GOV.UK (www.gov.uk)
Our Benefits
* Adaptive working
* Generous holiday allowance
* Health Cash Plan, Private Medical Insurance and Dental Insurance
* Matched contribution pension scheme, with life assurance
* Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more.
* Holiday Trading is a benefit that allows most employees to buy up to 5 days’ additional leave.
* We are proud to support the Armed Forces community by honouring the Armed Forces Covenant.
* Payroll Giving and Volunteering - helping charities and local community.
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