MDSS Service Desk Analyst

Allied Universal Electronic Monitoring is the industry leading technology and service company offering law enforcement and government agencies the widest variety of cutting-edge monitoring solutions. Operating in over 35 countries, we leverage an international network of expertise and resources in order to deliver a unique solution.

With nearly 30 years of industry experience in providing innovative technology solutions and first-class service, our latest electronic monitoring technologies provide solutions that aim to ensure the safety of our communities, provide an alternative to incarceration, reduce prison, overcrowding, lower recidivism and improve reintegration.

We enable our customers to effectively monitor approximately 140,00 participants every day. This includes many of the world's largest electronic monitoring programs. 

We have an exciting opportunity for someone to join our team here at Allied Universal, in the role of MDSS Service Desk Analyst. If you are an experienced Service Desk Analyst who enjoys a varied workload, being hands on and getting stuck in, in a fast-paced environment this role could be for you.

Role Outline

To provide a single point of contact to Serco and MoJ customers for MDSS system and device related incidents and service requests, endeavouring to resolve as many of these at the first point of contact as possible.

To provide additional secondary Service Desk support for the wider International MTL service contracts, .To provide quality and effective customer communications with regard to progress of incidents and service requests with enhanced communication responsibilities in relation to major incident scenarios.

Key Responsibilities/Accountabilities

• Provide first line support for all incidents and service requests reported by Serco and MoJ (primarily) but additionally the wider MTL International client base.
• Record, accurately prioritise and manage the lifecycle of incidents and service requests in the MTL Service Management tool (Netsuite) through to resolution and within agreed service level targets.
• Ensure that the Service Desk incoming work resources are routinely monitored, and that all submissions are efficiently and appropriately managed.
• Regularly consult the Service Desk Knowledgebase for First Time Fix information and take responsibility for updating it with regards to new or amended information.
• Carry out regular daily maintenance checks.
• Provide first line support for all of the MTL system and device services as well as additional support for other MTL International contracts.
• Monitor, manage and escalate (where necessary)any monitoring alerts delivered to the team.
• Adhere to the defined process for classification, escalation and management of incidents and Major Incidents.
• Effectively and efficiently escalate all incidents and service requests that cannot be completed at First Line to other appropriate resolver groups.
• Effectively manage customer expectations via regular and meaningful communications.
• Draft and distribute Daily Status and Shift Handover reports.
• Take responsibility for the initial draft of major incident reports.
• Act as a point of liaison between customers and other technical support teams.
• Provide a high quality customer service that is pro-active and highly responsive, adhering to pre-defined service targets.
• Proactively seek opportunities to extend the scope of responsibilities of the Service Desk team in order to deliver an enhanced First Time Fix experience.
• Contribute towards maintaining accurate Asset Management information within the Service Management tool.
• Take responsibility for own personal development and progression requirements as appropriate.
• Perform any other ad hoc tasks as requested by the Service Desk Manager.
• Show commitment towards AUEM culture and goals.

Skills And Knowledge

• Customer Thinking
• Sharing and Co-operating
• Delivering Performance

Essential

• At least 2 years of previous customer service experience
• Excellent  telephony and general communication skills
• Excellent organisational skills
• Able to work flexibly and participate in a 24/7 shift pattern days/nights (incl weekends)
• Ability to prioritise, organise and problem solve.
• AWS experience

Desirable

• Previous monitoring technologies knowledge
• Knowledge of Change and Problem management
• ITIL v.3/4 Foundation Certificate
• AWS Practitioner
• Other formal IT related qualification

If you feel you have the level of experience and skills we are looking for and are excited about our role then please send across your CV. Based on the nature of our business successful candidates are required to undertake a screening and vetting process. You will be required to have the right to work in the UK and have been resident in the UK for 5 years.