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Helpdesk Analyst – Warminster – Permanent (Part-time)

Nicholas Howard Limited are delighted to be recruiting for a new and exciting role as a Helpdesk Analyst.

Based in Warminster, the Help Desk Analyst will be responsible for but not limited to:

  • Using a call handling system to respond to Helpdesk calls:
  1. Open a record with the call details on Remedy Incident tracking system.
  2. Incident problem handling and resolution, where possible.
  3. Escalation of complex Incidents to 2nd line support.
  4. Providing call status feedback to initiator.
  5. Contribute to successful delivery of Service Level Agreement.
  • Closure of service incidents:
  1. Inform and agree with initiator the delivery of incident resolution / workaround.
  2. Inform DII Single Point of Contact (SPOC) of incident resolution.
  3. Close incident on call tracking system.
  • Analysis of call metrics to support continuous improvement.
  • Using the JAHD mailbox, respond to SPOC emails and provide a daily update list.
  • Provision of regular reports, to support tracking of incidents, including open and closed incident reports, statistics, and ad-hoc reports.

Education & Experience:

  • Diagnoses, identifies, isolates and analyses problems.
  • Working knowledge of Microsoft Office suite.
  • Self-starter with willingness to learn from colleagues.
  • Must be a good team player and able to use own initiative.
  • Must have good communication skills.
  • Ability to gain SC clearance is required.
  • Experience of Remedy of equivalent incident management software desirable.
  • Previous telephone helpdesk experience.
  • Experience of working with Military and MoD personnel.
  • Experience of working in defence industry and dealing with UK-R data.

To be considered for this position please apply below.