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helpdesk lead service analyst,

Location:

Liverpool, Merseyside

Salary:

£25000 - £35000 per annum + Superb Benefits

Advertiser:

Hays Specialist Recruitment

Category:

IT & Telecommunications

Additional Category:

unspecified

Job type:

Full Time

Date posted:

12/05/2008 00:01

Description:

helpdesk lead service analyst: Job Details

My client are a leading Merseyside company who are looking for a Helpdesk Lead Service Analyst to work within the IT Service Management department and through the use of analytical and forecasting information help inprove all aspects of Helpdesk effectiveness.You will be responsible for analysing data from the helpdesk to come up with ideas to help reduce call volumes and raise effectiveness. You will take responsibility for the Helpdesk call reduction strategy and plan. You must be familiar with the overall IT infrastructure, key business processes, and support capabilities so as to be able to implement opportunities that enhance the helpdesk's effectiveness and improve the overall service delivered. You will be working closely with Helpdesk Team Leaders on business transformation, IT Projects and initiatives to forecast changes to call volumes and ensure that required Service Levels can be maintained.
You must have a Proven experience and successful track record in a complex IT Support environment, coupled with considerable experience in an IT Project Delivery environment. You must also have a broad understanding of Service Management with particular emphasis on the IT Helpdesk. You must be able to demonstrate the ability to influence peers and analyse, assess and resolve technology requirements and issues, and should be competent dealing with both technical and non-technical audiences at all levels. Ideally you will be certified to ITIL Foundation level but should at least have worked within the framework. This is a fantastic opportunity to join a Market-leading company with fantastic career oppportunities and an unrivalled salary and benefits package. Interested? Helpdesk Lead, Service Management, Forecast, Superb Benefits

Job reference:

JOBJOURNEYNorthWest/00505750

Contact:

Tim Bonnett

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