DV Cleared Service Desk Analyst

Onyx-Conseil; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company seeks a DV Cleared Service Desk Analyst for a full-time, 12-month contract in Birmingham. The role involves managing customer inquiries, logging incidents, and providing excellent service across various communication platforms. Candidates with any level of security clearance are encouraged to apply as security clearance is required for successful applicants.

Qualifications

• Experience in a customer service role in a diverse technical environment.
• Knowledge of call management systems and service management frameworks.
• Possession of high-level security clearance is an advantage.

Responsibilities

• Log incidents and service requests, categorizing and prioritizing them.
• Communicate with customers and resolve enquiries and complaints.
• Analyze issues and provide exceptional customer service.

Skills

Excellent telephone manner

Excellent written English skills

Punctual and reliable

Education

ITIL Foundation Certification

Tools

Microsoft Office Applications

Microsoft Operating Systems

Microsoft Active Directory

Cisco VoIP and Video Conferencing systems

Job description

DV Cleared Service Desk Analyst

Full-time on-site in Birmingham (12-hour shifts, 24/7/365)

12-Month Contract

£250 - £300 per day Inside IR35

Experience

• Worked in a customer service role in a technically diverse environment (beneficial)
• Excellent telephone manner
• Excellent written English skills
• Punctual and reliable

Desirables

• ITIL Foundation Certification
• Operational knowledge of call management systems
• Experience with a service management framework (ITIL beneficial)
• Intermediate knowledge of Microsoft Office Applications
• Intermediate knowledge of Microsoft Operating Systems
• Intermediate knowledge of Microsoft Active Directory
• Basic knowledge of Cisco VoIP and Video Conferencing systems

Key Tasks

• Communicate effectively with customers and third parties via telephone, email, and video conference daily
• Log incidents, service requests, problems, changes, and knowledge within an ITSM tool, categorizing and prioritizing appropriately
• Handle enquiries, complaints, and escalations from customers and stakeholders
• Analyze complex issues and follow established processes and procedures
• Prioritize based on ITIL best practices (Impact/Urgency) and determine if first-line fix is achievable before escalation
• Provide exceptional customer service
• Collaborate with colleagues to troubleshoot and establish lessons learned
• Take ownership of daily checks/tasks, ensuring high standards
• Provide timely and factual service announcements
• Must work 12-hour shifts on a 24/7/365 rota (day shifts 07:00-19:00, night shifts 19:00-07:00)

Candidates with or who have held high-level security clearance are encouraged to apply. Successful applicants will require security clearance, which can take up to 18 weeks.

LA International is a UK HMG-approved ICT Recruitment and Project Solutions Consultancy, operating globally. We welcome applications from all community sections and backgrounds.

LA International has received numerous awards, including The Queen's Award for Enterprise: International Trade, for two consecutive periods.