About the role

About the role

We are recruiting for a consultant to work on a client's Service Desk as well as providing assistance to the Service Management team for reporting and admin activities.

Salary: £25,000

The role will be home-based with very occasional office visits.

Role Description:

This is primarily a Service Desk Consultant role within our Service Management team, which sits within our Managed Services practice.

The successful candidate’s primary responsibility will be as a member of the clients Service Desk team providing first-line support to their customers.

For clarity, this is an administrative triage function, ensuring that tickets are effectively brought into the Service Desk on a timely and accurate basis, and are subsequently managed effectively by the relevant delivery functions within the business.

Additionally, they will be required to assist the service managers where required, for example in the production of their monthly reports.

Essential Criteria

Experience of working on a Service Desk overseeing the efficient and timely administration and progression of incidents, problems and changes.

Experience using an ITSM/CSM tool, such as ServiceNow.

Previous experience of working within a support environment, ideally underpinned by ITIL-based working practices. The candidate should ideally be certified at Foundation level for ITIL, but this is not essential if a candidate can demonstrate understanding of the principles.

The ability to multitask, co-ordinate activities and be the first point of escalation for (potentially difficult) customers.

Oracle experience is not essential but any experience with Oracle Managed Services will be beneficial.

General computer systems competence and specific Microsoft Office skills, particularly Excel, to provide management support e.g. producing service reports, aggregating service performance statistics, updating internal systems.

The successful candidate will have good communication skills, such that they are able to engage with customers, and a good standard of written English.

If you are interested in this Service Desk Analyst role, click 'Apply Now' and a member of our team will be in touch.