IT Service Desk Analyst

Location: Manchester |
Salary: Competitive |
Posted: 12 Jul 2022 |
Closes: 29 Sep 2022 |
Job Type: Full Time and Permanent |
Region / Division: UK & Ireland |
Reference: G4S/MS/2333

Competitive


Job Introduction:

We have an exciting opportunity for a full time IT Service Desk Analyst to join our team in Manchester.  As an IT Service Desk Analyst, you will be responsible for providing a single point of contact to EMS customers for G4S EM system related incidents and service requests, escalating incidents and service requests to other IT support teams efficiently and effectively.  You will deliver technical project and change work to support system improvements and modernisation. In return, you will receive a competitive salary, 25 days holiday plus bank holidays, a contributory pension scheme and life assurance.

 

Allied Universal®, a leading security and facility services company, provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Our acquisition of G4S in 2021 expands our footprint and infrastructure on a global and local level. Through our vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. Operating in around more than 80 countries with revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. We believe there is no greater purpose than serving and safeguarding customers, communities, and people in today’s world. Allied Universal is There for you™. For more information, please visit www.aus.com.


Role Responsibility:

Key Responsibilities/Accountabilities of the IT Service Desk Analyst are:

  • Provide first-line support for all incidents and service requests reported by EMS customers relating to G4S EM systems.
  • Record, accurately prioritise and manage the lifecycle of incidents and service requests in the Service Management tool through to resolution and within agreed service level targets.
  • Ensure that the Service Desk mailboxes 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 the daily checks both morning and evening
  • Carry out user account creations, changes and deletions.
  • Provide first-line support for all EMS monitoring applications and the infrastructure for the immediate G4S team
  • Monitor and manage/escalate all alerts received from the EM alerting and monitoring systems in accordance with their criticality.
  • Maintain user accounts including rights, permissions and systems groups.
  • 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.
  • Act as a point of liaison between customers and other technical support teams.
  • Contribute to team First Time Fix rate targets.
  • Provide a high-quality customer service that is pro-active, responsive and timely.
  • 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 as appropriate.
  • Perform any other ad hoc tasks as requested by the Service Desk Manager.
  • Show commitment towards G4S goals


The Ideal Candidate:

Our ideal candidate for the IT Service Desk Analyst role would be a self-starter and strong team player, with a professional attitude and the ability to work well within a team and as an individual and alongside Business Analysts and Front-end Developers in ensuring support of the Monitoring systems.  They will have excellent communication and interpersonal skills.

 

Key Competencies:

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

 

Skills and Knowledge

Essential

  • At least 2 years of previous customer service experience
  • Excellent customer-facing skills
  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • Experience in Microsoft Active Directory administration
  • Able to work flexibly and participate in a 24/7 shift pattern days/nights
  • Ability to prioritise, organise and problem solve. 

Desirable

  • Knowledge of Citrix.
  • Knowledge of Change and Problem management
  • ITIL v.3 Foundation Certificate
  • Other formal IT-related qualification

 

Please note, this role does not qualify for a visa under the current Government guidelines therefore to be considered for this role you must already have the right to work in the UK. Re-location costs will not be granted. You must live within reasonable commuting distance of Manchester.


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