Service Desk Analyst

Contenuto del lavoro

Location:
Mons, Belgium

Security Clearance:
NATO Secret

Reference No:
C001868 / Mons

Skills, knowledge, experience required:

• A high level of demonstrable knowledge and experience in the application of ITIL v3.0, especially Service Operations and/or Service Desk Management;
• Demonstrable high level of understanding of the typical ITIL v3.0 process flows associated with Incident Management and Service Request Fulfilment;
• High level of experience in the daily use of ITSM tools for incident management (preferably BMC FootPrints or other similar service desk tool);
• Experience in handling protectively marked material and working in classified environments;
• Experience with or sound knowledge of SolarWinds or other similar system health monitoring platforms;
• Operational knowledge of Service Level Agreements (SLAs) and key performance indicators (KPIs) and their relevance and application to service incident and service request management;
• Ability to communicate accurately, clearly, and succinctly (both orally and in writing), with technical and non-technical audiences, team members, and other engineers and analysts.

Desirable:

• Experience with common IT operating systems and network architectures;
• Good understanding of the IT service risk management concept;
• Knowledge of cyber security-related tools or technologies such as:
• Security information and event management (SIEM);
• Network intrusion protection systems (NIPS);
• Full Packet Capture (FPC);
• Understanding of knowledge management, preferably with experience in maintaining a Known Error Database (KEDB).

Duties/role:

• Performing lifecycle management of service incidents and service requests via a local internal ITSM tool;
• Logging all relevant incidents and service requests initiated by phone/e-mail or web portal;
• Conducting initial triage of logged incidents allocating categorisation and prioritisation codes, ensuring sufficient information is captured;
• Providing 1st Line investigation and diagnosis, resolving where possible;
• Continually evolving and documenting the breadth of 1st Line Support offered by the Service Desk (SD);
• Escalating and routing incidents and service requests to 2nd Line Support teams when required to ensure resolution within Service Level Targets;
• Coordinating with both 2nd Line Support teams and the Centralised Cyber Security Service Desk for updates to and lifecycle management of service incidents and requests;
• Communicating with users, keeping them informed of incident progress and notifying them of updates;
• Liaising with customers to coordinate closure of resolved incidents, requests, and other calls including all pre-closure and post-closure activities;
• Updating and maintaining the KEDB and supporting Problem Management;
• Updating the NATO Cyber Security Centre (NCSC) configuration management system (CMS) including the configuration management data base (CMDB) under the direction and approval of Configuration Management;
• Supporting the Service Operations Management (SOM) in the development of service operations processes ensuring a continual service improvement (CSI) approach;
• Reporting against KPIs and providing data for the production of all required management reports;
• Working closely with the Service Operations, Change, Release and Deployment, and Configuration Managers to ensure efficient process integration with Incident and Service Request Management;
• Managing the content displayed on the NCSC Service Management status portals;
• Reviews continually the health monitoring (HM) tool dashboards, running and distributing HM reports;
• Supporting the SOM in provision of the data enabling production of Root Cause Analysis (RCA) Reports;
• Developing and maintaining a Level 0 ’Self-Help’ capability through the ITSM tool web portal in collaboration with the Service Desk Management System (SDMS) Team;
• Managing the user access management process with support of the NCSC Security Officer;
• Sending approved All User Messages (AUMs) to all the NCSC network users.

VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań – Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

kapitał zakładowy wynosi: 73 500,00 złotych wpłacony w całości, TEL +48 616684500, FAX +48 616684501, www.vectorsynergy.com, info@vectorsynergy.com