Service Desk Analyst (SC cleared)

Job Description:

SC Cleared Service Desk Support Analyst

Main responsibilities:

This is a Technical Role within a Service Desk team working on-site in Aldermaston. The successful candidate will provide 1st Line telephone/ e-mail/ chat ICT support to approximately 8000 end users. Providing Helpdesk/Web support through remote tools, telephone assistance, and email support. This role involves working a shift from 07:00 till 18:00 hours.

The role will involve working in a high secure environment and as a result we require applications from candidates from UK nationals who hold existing SC clearance. Please note there could be a requirement in future to undergo DV clearance and as a result applicants should also meet the criteria for DV.

• Troubleshooting a variety of hardware and software issues
• Logging reports and managing requests
• Monitoring systems, repairs, upgrades, installations, and many other technical tasks
• Being the first point of contact for customers and escalating issues when necessary
• Keen to collaborate with others, knowing that the best results come from pooling ideas, experience, and expertise
• Self-motivated and can work on their own initiative
• Able to navigate a degree of ambiguity
• Proven track record of performing under pressure
• Great attention to detail and able to adopt new processes and procedures
• An attitude towards delivering top quality customer service in a challenging environment

Essential Skills required:

• Experience of having worked in a previous helpdesk environment within the IT sector

Desirable skills:

• Good knowledge of remote control technology/applications
• TCP/IP knowledge
• Knowledge or awareness of network infrastructures and terminologies
• HP Service Manager 7
• ITIL Foundation
• MCP/MCSE
• Working knowledge of Microsoft Windows 2000, XP, W7, Office 2003/2010
• The candidate should have experience of Active Directory including Admin Functions
• Exchange Admin