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Service Desk Analyst

Job Title: Service Desk Analyst
Location: Uxbridge, United Kingdom
Industry:
REF: 248
Contact Name: Jason Horwood
Contact Email: jason.horwood@identifiglobal.com
Job Published: about 1 year ago

Job Description

Service Desk Analyst - £40k London

 

Essential Duties and Responsibilities

 

  • Perform active monitoring of application services, where required restore or recover from application service events and/or failures Perform active monitoring of application services, where required restore or recover from application service events and/or failures Perform active monitoring of application services, where required restore or recover from application service events and/or failuresPerform active monitoring infrastructure and application services work with the Technical Service Desk where required to restore or recover from service events/incidents
  • Drive automation to reduce failures, manual tasks and therefore improving overall performance and availability
  • Perform system administration activities to ensure smooth operations across multiple production environments and clients
  • Review existing monitoring tools and approaches and make recommendations on improvements or new functionality as required.  Review and recommend improvements to policies procedures
  • Support the Operations team in implementing ITIL best practice procedure in relation to all aspects of change management to improve baseline performance across the company product
  • Work closely with Infrastructure partner to provide on-going integration support for the various interfacing tools
  • Acts as an SME advisor across the Operations team and the wider business, supporting service delivery processes and technical resolution
  • Configure systems to manage alerts, incidents and problems and fulfil requests to change these settings
  • Work closely with the Service Delivery team to resolve day to day issues, providing cover and support to the team during peak activity periods

 

 

Required Qualifications, Skills and Abilities:

 

  • Experience in building and maintaining operations monitoring tools i.e. Solar WINS, HP Openview, CA Unicentre
  • Strong experience in leading enhancements and upgrades to performance monitoring tooling
  • Background in highly available systems and real time transaction processing
  • Experience in partnering with stakeholders, change owners, vendors and support teams
  • Technical background in Operations Infrastructure and IT Security, preferably having worked in a 24/7 operation
  • Experience of working on Service Desks dealing with problem, incident and change management processes
  • Practical experience and understanding of the ITIL framework
  • Practical experience of the following systems – Microsoft tools, TCIP, i-series/AS400
  • Self-motivated and able to work with minimum of supervision.
  • An open, approachable personality and the ability to communicate effectively at all levels.
  • Attention to detail and well organized.
  • Positive attitude with the ability to embrace change.
  • Ability to progress projects without support.
  • Strong client/service orientation.
  • A strong team player, works effectively under pressure, and ability to multi-task.
  • Good interpersonal communication skills (verbal, written and listening)

Should you be looking for an excellent opportunity to work for a fast paced and dynamic market leader please contact me today for more details.