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, ..... full job details .....