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Service Desk Analyst

  • Salary: £26866 - £28881 per annum + pension, bonus etc
  • Job type: Permanent
  • Location: Hendon , Middlesex
  • Sector: Infrastructure & Support
  • Date posted: 10/10/2017
  • Job reference: J354677A

Service Desk Analyst - Hendon

£26,866 - £28,881 + benefits

We currently have an opportunity for a 1st line Service Desk Analyst to work with one of our major government clients based in Hendon. They are responsible for various areas including Counter Terrorism, Police and immigration.

The main purpose of the role is to provide first line technical support and advice to all customers of Police National Computer (PNC) Operations, both internal and external. This includes the recording of telephone calls and emails, ensuring the incident report or service request details and customer contact information are concise and accurate; and the assignment of incidents and/or service requests to the appropriate second line support teams, third party suppliers, facilitating resolution and closure keeping the originator advised of progress.

Role responsibilities:

  • Execute a daily single point of contact for first line technical service support and advice for all customers of PNC Operations
  • To accurately record all telephone calls, emails and faxes on the Service Management logging tool
  • Replicate and analyse incidents where necessary to determine and propose solutions or course of action.
  • Ensure that methods applied to achieve incident/request resolution are accurately recorded in a manner in which this knowledge can be reapplied in future. Etc

Essential Criteria

  • Good communication skills
  • Good Team worker
  • Practical experience of using computers. knowledge of Microsoft Office products (including Word, Excel, PowerPoint and Outlook)
  • Experience of using a call handling tool

Special Conditions

Candidates should have or be eligible to obtain an SC security clearance.

If you have the required skills and experience and would like to apply please do so by following the link provided or contact Jonny Mills at Experis for further details.

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