Insource Service Desk Analyst (FTC) - 1208951
Insource Service Desk Analyst (1208951) – 12 Month Fixed Term Contract – Thales – Doncaster - £negotiable Thales (IS) are seeking a Service Desk Analyst to join its well established Insource Service Desk Team based in Doncaster on a 12 month fixed term contract. This role will involve providing a single point of contact for Thales’ IT customers, as part of a managed service delivered to Thales Insource customers. The purpose of the role is to provide IT support to all business users, logging incidents in the Service Desk tool (CA Unicenter) and diagnosing and managing these incidents through to resolution, in line with customer’s Service Level Agreements. Successful candidates will be able to show proven Service Desk experience, ideally in a multi- tiered enterprise environment supporting at least 3000 users. Experience in the following is critical to the role: NT4, Active Directory, Microsoft Exchange 5.5 – 2007, Louts Notes and Citrix Management. Thorough understanding of the following technical disciplines is also required: Windows NT/XP/2003, Microsoft Office 2000, 2003, 2007 & Sharepoint, exposure to Laptop, Desktop, printer and Blackberry support and Networking (TCP/IP). Responsibilities : · End to end incident management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs. · Responsible for answering all calls to the Service Desk within the SLA response times. · Recording all incident details and resolution activity into the Service Desk tool (CA Unicenter). · Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable · Providing a high level of first time fix (c.70%) for all incidents. · Escalating incidents to the next level of management or technical support where SLA timescales are reached. · Ensuring regular communications updates are provided to the customer until incidents are resolved. · Contributing to the development and maintenance of scripts with the Service Desk tool, ensuring these are reviewed on a regular basis. · Adherence to Thales procedures, working practices and department specific processes. · Other ad-hoc duties as required to support the Service Management operation. Required qualifications/experience: · Proven Service Desk experience, ideally in a multi- tiered enterprise environment supporting at least 3000 users. · ITIL Foundation Certificate preferable. · Significant Wintel experience in the following: NT4, Active Directory, Microsoft Exchange 5.5 – 2007, Louts Notes and Citrix Management. · Thorough understanding of the following technical disciplines: Windows NT/XP/2003, Microsoft Office 2000, 2003, 2007 & Sharepoint. · Exposure to Laptop, Desktop, printer and Blackberry support and Networking (TCP/IP). · Remote support of user environment · Able to demonstrate a methodical approach to problem solving and troubleshooting. · Excellent communication, interpersonal and customer service skills with a customer focused attitude and desire to provide continual service improvements. · Previous experience of using Service Desk Tools, including scripts and SLA monitoring (CA Unicentre Service Desk a distinct advantage). · The role is based on a basic shift pattern, Monday to Friday, covering the hours of 0730 – 1800 with the occasional Saturday shift covering 0800 – 1300 on completion of full training. · The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers is important. · Must be able to work under own initiative without the need for close supervision · Must be willing to undergo full security clearance vetting through the DBS Values & Behaviours: The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers is important. Must be able to work under own initiative without the need for close supervision. At Thales we provide CAREERS and not only jobs. With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Thales UK touches all of our lives, every day. Our expertise in secure network communications, for example, safeguards as many as 3.7 billion BACS transactions, worth around £1 trillion, every year. We are a leader in onboard equipment for civil and military aircraft. What we do Thales is acknowledged as a world leader in the design and supply of mission critical systems for promoting the safety and security of people and places. From complex transport systems to powerful encryption technology, and from advanced telecoms solutions through to full flight simulators, Thales is helping make the world a safer, more secure place. Thales UK Key Facts Thales UK has earned 79 Queen's Awards for Technology and Export Thales has invested more than £2bn in the UK within the last 10 years Thales embodies many famous companies, including Racal, Shorts Missiles, Pilkington Optronics, Redifon MEL, Thomson Marconi Sonar, Thorn Missile Electronics, Avimo, Helio and others .
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