Technical Analyst

This Technical Analyst role is focused on understand, maintain, and deliver the current service desk procedures. It would suit someone who can bring strong leadership and operational judgement to the role.

What the work leans on

Responsible for assessing and implementing Standard Changes as well as implementing normal changes. Working knowledge or an awareness of public cloud (Azure/AWS).

Where the technical work sits

• Understand, maintain, and deliver the current service desk procedures.
• Driving continuous service improvement within the team.
• Managing a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs.

Technical requirements

• Eligibilty for HMG Security Clearance (5 years minimum of UK addresses is required for this.
• Previous experience in a service desk environment.
• Be accountable not only for delivering a great customer experience, but also for working closely with your team leader to maintain high service standards and support the wider team.

What helps delivery stay steady

Strong leadership and operational judgement.