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Service Desk Analyst

Location:
Coventry
Job Description
Do you have experience with supporting Linux or Unix? Are you currently working in a busy IT Service Desk environment? Do you have excellent communication skills coupled with solid IT troubleshooting skills?
 

Northrop Grumman have an immediate opportunity for a Service Desk Analyst to join our team based in Coventry.

 
This position operates on a shift basis and involves providing systems administration support to end users of the biometric Services. The Service Desk function is responsible for Access, Event, Incident, Request and Problem Management activities.   
Different thinking for a Different world
Northrop Grumman is involved in a range of future game-changing defence and security programmes. Whether this is as a partner in the F-35 Lightning II providing the aircraft with much of its situational awareness and communications, as a leading specialist in large intelligence datasets, as a pre-eminent provider of High Altitude Long Endurance unmanned aircraft systems, or as the ‘go to’ provider for truly open system architectures for battlespace networks, communications, and command and control, Northrop Grumman has an unparalleled reputation as an innovator. 
How you will make a difference

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 up to 120 calls per day shift.

Responsibilities;
 
You will be required 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.
In addition to this you will 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 escalated
 
What you will bring;
  • 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.
  • 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.
  • Solid IT troubleshooting skills in order to deal with a wide range of different processes and systems.
  • Commitment to working as a member of a team which responds flexibly to changing pressures and demands.
  • An active interest in the development of the Service Desk function and its contribution to the IDENT1 project as a whole.
  • Ability to work in the required environment including a satisfactory security clearance.
 
You will have experience in supporting the following;
  • Unix
  • Linux
  • Microsoft Windows
  • Oracle databases
  • SQL
  • Netbackup
 
Thisrole is a mixture of dayshifts (07:30 to 19:30) and late shifts (13:00 to 01:30).