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Service Desk Analyst

Job Description

As an organisation, we demand constant innovation, and have an immediate opportunity for a Service Desk Analyst to join our team.

This position operates on a shift basis and includes providing systems administration support to the Service Desk facility and ensuring that all users of the Service Desk facility receive a friendly, helpful, and efficient response and continual updates, until incidents are satisfactorily closed.  At present the team is taking upto 120 calls per day shift.

 Your experience will cover Unix, Linux and Windows operating systems as well as possible experience to bespoke software systems. This opportunity will allow to have exposure to bespoke fingerprinting software. 

Different thinking for a Different world
  1. Northrop Grumman is a leading global security company providing innovative systems, products and solutions in autonomous systems, cyber, C4ISR, strike, and logistics and modernisation to customers worldwide. In Europe, we are among the leading defence and security suppliers with 2,500 employees and long-established businesses in the UK, France, Germany, Italy, and Netherlands.

    Northrop Grumman delivered the first open system architecture, automated fingerprint identification system (AFIS) in the United Kingdom, and is now deploying IDENT1, the first national fingerprint service to include end-to-end responsibility for response times and accuracy, to the National Policing Improvement Agency (NPIA).

    IDENT1 is an advanced identification technology based on an integrated system that links police and justice agencies throughout the United Kingdom. Its primary capabilities include finger and palm print analysis, print search capabilities with access to international databases, verification of the identities of arrested persons, and information sharing capabilities between state, local, and federal agencies throughout England, Scotland, and Wales. IDENT1 provides the basis for future integrated technologies such as biometric or facial imaging.

How you will make a difference

Key Responsibilities:

1. To keep the IDENT1 system operational by performing system administration tasks as defined by the Operating Procedures

  • Routinely monitoring the system using the software and hardware tools provided
  • Responding appropriately to errors or faults as notified
  • Maintaining information regarding IDENT1 system activities so as to be able to respond to enquiries.

2. To help resolve fault calls by

  • Providing assistance and initial information to callers
  • Identifying and resolving common problems
  • Documenting solutions
  • Adhering escalation/elevation processes and procedures
  • Timely and accurate inputting of data into the call logging system
  • Ensuring that Incidents and Service Requests requiring further help are referred to the appropriate agency e.g. 2nd Line Systems Administrators, the Operations Support Group, Daisy Computers, etc.

3. To adhere to the customer care policy

  • To abide by the NGITL IDENT1 Handbook rules
  • To promote the success of IDENT1 and Northrop Grumman IT
  • The role operates Monday to Friday during normal business hours
  • To contribute to the planning and development of the overall service.
  • To undertake duties of a similar level and nature elsewhere in NGITL

Team Leader experience:

  1. Experience providing system administration to company / mission critical IT systems and the ability to contribute to their further development. Commitment to an ethos of superior service and the ability to work effectively whilst under pressure.
  2. Good communication and interpersonal skills in order to meet the needs of a wide range of external and internal service clients and to develop effective working relationships within NGITL.
  3. Solid IT troubleshooting skills in order to deal with a wide range of different processes and systems.
  4. Commitment to working as a member of a team which responds flexibly to changing pressures and demands.
  1. An active interest in the development of the Service Desk function and its contribution to the IDENT1 project as a whole.
  2. Ability to work in the required environment including a satisfactory security clearance.

Key criteria required...

•             Unix

•             Linux

•             Microsoft Windows

•             Bespoke Identification software

•             Oracle databases

•             SQL

•          Netbackup

•          LANDesk call Logging and Service Management tool set

•          In possession of SC security clearance, or able to gain

Also, we’d love it if you have...

•          ITIL Fundamentals in best practise would be advantageous

If you can do all this and more, you’ll enjoy a growing career as we work hard to continuously innovate the world of cyber security.

Additional information for your consideration...

You will need to be able to hold and maintain UK Government clearances

Being a part of Northrop Grumman gives you the opportunity to use your skills to make a difference in our mission of enabling global security. Our company grows because of our employees' dedication and commitment to achieving our mission, something we always remember. In return for working for us you will have access to a benefits package that provides you with flexibility to balance your professional career with your personal life, health & well-being benefits, discount schemes, pension benefits and investment in your future development.

We are committed to equality and diversity in our workplace. Northrop Grumman provides equal employment opportunities to all employees and applicants without regard to an individual’s protected status, including race, ethnic origin, colour, nationality, national origin, ancestry, sex/gender, gender identity/expression, gender reassignment, sexual orientation, marriage/civil partnership, pregnancy/maternity, religion or belief, creed, age, disability, genetic information, or any other protected status or characteristic.