Helpdesk OSD Analyst

Pontoon; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Join a major telecom organization as a Helpdesk OSD Analyst, where you'll collaborate with teams to enhance service excellence and efficiency. This hybrid role in Manchester involves supporting ITSM functions, managing incidents, and documenting processes. Ideal candidates will have a strong ITIL background and experience with APIs, contributing to continuous improvements in a fast-paced environment.

Qualifications

• Proactive and technically skilled analyst.
• Commitment to personal development in ITIL and Agile practices.
• Experience in unit testing desired.

Responsibilities

• Collaborate with OSD squad to support ITSM.
• Resolve incoming work efficiently.
• Create and maintain Knowledge Base articles.

Skills

Help desk background

API familiarity

Documentation skills

ITIL v4 understanding

Agile exposure

Optimisation mindset

Education

ITIL v4 certification

Tools

Postman

Job description

Job title: Helpdesk OSD analyst
Location: Hybrid (3 days on-site in Manchester)

Duration: 6 months

Pay Rate: 250 per day

Are you a proactive and technically skilled analyst with a passion for service excellence? We're recruiting for a Helpdesk Analyst to join a high-performing ITSM team within a major telecoms organisation. This role offers the opportunity to make a real impact in a fast-paced environment.

Key Responsibilities

• Collaborate with the OSD Squad Lead and Lead Analysts to support all aspects of the OSD squad and ITSM Chapter.
• Foster a team ethic by actively participating in discussions about team rota and helpdesk operational hours.
• Resolve incoming work efficiently, aiming for first-time resolutions while maintaining high-quality triage and analysis.
• Drive quality in all responses and communications, ensuring professionalism and adherence to timelines.
• Monitor and manage events, alerts, and alarms to support ITSM performance, ensuring resolutions are within SLA.
• Build and nurture strong relationships both internally and externally to enhance service delivery for our customers.
• Complete and document Root Cause Analyses (RCAs) and Post Incident Reviews (PIRs), recommending improvements where necessary.
• Contribute to ITSM-driven initiatives, collaborating as a chapter to implement positive changes.
• Create and maintain Knowledge Base articles for team sustainability and support.
• Identify and recommend process improvements, supporting the chapter's continuous enhancement efforts.
• Stay informed about business changes and deployments, ensuring all operational impacts are documented and communicated.
• Manage problem cases, driving them to resolution while providing regular updates.
• Support the access control process, enhancing workflows as opportunities arise.

Key Skills and Experience

• Strong help desk or technical support background
• Familiarity with APIs and hands-on experience using Postman or similar API testing tools
• Experience in unit testing with a focus on continual improvement in API monitoring and performance
• A mindset geared towards optimisation and automation, especially in alerting and incident response processes
• Strong documentation skills to ensure key processes and learnings are shared across the team
• Solid understanding of ITIL v4 (certification required)
• Exposure to Agile methodologies
• A commitment to ongoing personal development in ITIL and Agile practices
• Telecoms experience is highly desirable but not essential

Please note: Due to the high volume of applications, only successful candidates will be contacted. If you do not hear from us within 48 hours, unfortunately, your application has not been successful on this occasion. However, we may retain your details for any future suitable vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.