Senior Service Desk Analyst

On behalf of the MOD, we are looking for a Senior Service Desk Analyst (Inside IR35) for a 5 month contract (with potential extension) working REMOTELY.The Senior Service Desk Analyst provides experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries and supporting the effective use of ITSM tooling. The role provides day-to-day guidance to Service Desk Analysts, maintains high standards of ticket quality and customer service, and contributes to the development of the knowledge base, configuration management data, operational procedures, reporting and continual service improvement.

As a Senior Service Desk Analyst, your main responsibilities will be to:
* Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.
* Use Jira Service Management to record, prioritise, investigate, resolve and escalate tickets, ensuring accurate and complete ticket information is maintained.
* Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.
* Use service desk data, performance metrics and reporting to identify trends, risks and opportunities for continual service improvement.
* Proactively identify missing, inaccurate or incomplete configuration information and contribute to improving CMDB data quality.
* Provide day-to-day guidance, coaching and support to Service Desk Analysts, promoting consistent working practices and effective service resolution.
* Support the allocation and coordination of work across the service desk, escalating resource or coverage concerns to the Service Desk Manager.
* Act as an escalation point for complex enquiries and difficult customer interactions.
* Maintain and improve service desk standard operating procedures, scripts, templates, runbooks and guidance materials.
* Promote effective communication between users, the service desk, service managers and technical resolver teams.
* Coach and develop Service Desk Analysts, supporting performance and availability.

PLEASE NOTE:

SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

Essential:
* Demonstrable experience of working in an IT service desk, IT support or service management environment.
* Experience of taking ownership of complex incidents, service requests or customer enquiries.
* Experience of using or contributing to a CMDB and understanding how configuration information supports incident and request resolution.
* Practical experience of using an IT service management tool to manage tickets, queues, priorities, updates, escalation and resolution.
* Experience of supporting or coaching colleagues and improving the consistency or quality of operational work.
* Experience of producing or contributing to service desk reporting, analysing trends and identifying service improvement opportunities.
* An understanding of knowledge management and experience of creating, reviewing or improving support documentation or knowledge articles.
* An understanding of asset and configuration management, including how service and configuration information supports effective incident and request handling.
* Ability to interpret service desk information and identify trends, risks or areas requiring improvement.
* Strong written and verbal communication skills, including the…