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Service Desk Analyst

  • Salary: £200 - £220 per annum
  • Job type: Contract
  • Location: Milton Keynes, Buckinghamshire
  • Sector: IT
  • Date posted: 10/08/2018
  • Job reference: J390177A

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Service Desk Analyst to be based in Milton Keynes on an initial 1 Month contract. Experienced IT Event Management Analyst reviewing alerts, initiating actions, managing events/incidents and performing retrospective reviews to ensure that alerts add value and are representative of end-user experience..

Job Title - Service Desk Analyst

Location - Milton Keynes

Rate - £ 220 per day

Duration - 1 Month

Job Purpose:

To actively participate in an on-going review of existing operational monitoring and alerting activities that are being performed by various operational functions, and to identify and act upon improvement opportunities to centralise these and to help shape a dedicated Event Management function.

To scope, design and implement event monitoring for critical business processes

To perform an Events Monitoring role - reviewing alerts, initiating actions, managing events/incidents and performing retrospective reviews to ensure that alerts add value and are representative of end-user experience.

To perform routine checks (including manual checks), of service availability and capacity, and to capture MI and supporting data related to this.

To build and maintain an understanding of alerts and event management tool-sets, and create and maintain a comprehensive set of documentation that describes the actions that should be taken in reaction to them.


  • Provide support to work-stream lead to help shape and deliver Projects IT Event Management function
  • Perform routine checks (including manual checks) in accordance with agreed schedules, and ensure that results are captured and recorded
  • Create, maintain and continually review a suite of operational documentation (working instructions, processes and policies) related to Events, Alerts and supporting tools
  • Collaborate with team managers and members in order to identify and act upon opportunities to centralise existing monitoring and checking tasks into the new Event Management team
  • Raise, investigate and manage events/incidents that have been identified as a result of alerts/ events/ manual checks
  • Collaborate with UK technical teams (predominantly AMS) and HQ teams as required - to investigate and resolve events and associated incidents
  • Strive to achieve and continually improve first time fix targets for Event Management
  • Active participation in incident / major incident / problem reviews - to identify and act upon opportunities to develop the breadth of checks and alerts; and increase capabilities to proactively identify and manage issues before they affect service

Mandatory skills/ experience:

  • Min. 3 years' experience in an Event Manager / Applications Support / Monitoring role
  • Experience of delivering IT Services to customers
  • Exposure to Event Management/ monitoring tools
  • Ability to work autonomously
  • Excellent stakeholder management skills

Desirable skills/ experience:

  • Experience of working with HP monitoring tools (e.g. Business Service Manager, Sitescope, Splunk or similar)
  • Performs work accurately and effectively with attention to detail
  • Exposure to / qualifications in ITIL Service Management
  • Understanding of SAP applications

Candidates should submit CVs in the first instance. Mike Tripp 0161 924 3631

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