IT Operations Analyst - DV Clearance - Milton Keynes - ref. d84523015

Rate - £260 daily / outside IR35

Delivering excellent customer service they will on occasion support the Major Incident Management process.

• Monitor and administer the Service Desk mailbox, phones and monitoring screens, logging and recording all interactions, incidents and service request tickets ensuring they are accurately raised, categorised and prioritised;
• Monitor and manage resolver group queue stacks ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups;
• Perform in-depth technical investigation, diagnosis and resolution of incidents and service requests that could not be resolved by Service Desk Analysts;
• Assist other teams, as directed, to control and manage service issues, problems and incidents.
• Contribute to technical documentation on known issues / errors, workarounds and permanent fixes to the central knowledgebase;
• Assist with the Access Control the Building Security system, Key/Password issuing process and Permit to Work in the Data Centres;
• Ensure continuity of handling across all shifts through appropriate communication and handover;
• Follow business processes and comply with all governance requirements;
• Provide go-ahead approval and capture completion for all change activities;
• Manage end user's expectations throughout the lifecycle of the Incident or Service Request;
• Liaise with a Problem Manager, Incident Manager and resolver groups to give and receive information and advice to support resolution;
• Technical liaison with 3rd party vendors throughout the duration of an incident.

• Demonstrable record of delivering results and meeting targets.
• Good analytical skills and the ability to develop solutions with focus on customer needs.
• Effective verbal and written communication skills at all levels.
• Ability to build and maintain customer relationships and exceed expectations.
• Understanding of corporate drivers such as the strategy, values and core behaviors.
• Strong analytical skills. Ability to create, interpret and present data effectively.
• Sound level of technical WINTEL understanding.
• Previous Experience of working within a Service Desk environment, Incident and Request Fulfilment process disciplines + understanding of priority classifications and SLAs;
• Experience working in a secure environment
• Managing Modern Desktops - MD 101
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Certified: Modern Desktop Administrator Associate MD 100
• 365 Desktop (Intune / EPM) Cloud experience
• Apple Mobile Phone / Apple Business Manager experience

Adecco Public Sector welcome applications from all sections of the community and from people with diverse experience and backgrounds.