Helpdesk OSD Analyst

Pontoon • TRAFFIC • Manchester, City, United Kingdom • 1d ago

Job title: Helpdesk OSD analyst
Location: Hybrid (3 days on-site in Manchester)

Duration: 6 months

Pay Rate: 250 per day

Are you a proactive and technically skilled analyst with a passion for service excellence? We're recruiting for a Helpdesk Analyst to join a high-performing ITSM team within a major telecoms organisation. This role offers the opportunity to make a real impact in a fast-paced environment.

Key Responsibilities

Collaborate with the OSD Squad Lead and Lead Analysts to support all aspects of the OSD squad and ITSM Chapter.
Foster a team ethic by actively participating in discussions about team rota and helpdesk operational hours.
Resolve incoming work efficiently, aiming for first-time resolutions while maintaining high-quality triage and analysis.
Drive quality in all responses and communications, ensuring professionalism and adherence to timelines.
Monitor and manage events, alerts, and alarms to support ITSM performance, ensuring resolutions are within SLA.
Build and nurture strong relationships both internally and externally to enhance service delivery for our customers.
Complete and document Root Cause Analyses (RCAs) and Post Incident Reviews (PIRs), recommending improvements where necessary.
Contribute to ITSM-driven initiatives, collaborating as a chapter to implement positive changes.
Create and maintain Knowledge Base articles for team sustainability and support.
Identify and recommend process improvements, supporting the chapter's continuous enhancement efforts.
Stay informed about business changes and deployments, ensuring all operational impacts are documented and communicated.
Manage problem cases, driving them to resolution while providing regular updates.
Support the access control process, enhancing workflows as opportunities arise.

Key Skills and Experience

Strong help desk or technical support background
Familiarity with APIs and hands-on experience using Postman or similar API testing tools
Experience in unit testing with a focus on continual improvement in API monitoring and performance
A mindset geared towards optimisation and automation, especially in alerting and incident response processes
Strong documentation skills to ensure key processes and learnings are shared across the team
Solid understanding of ITIL v4 (certification required)
Exposure to Agile methodologies
A commitment to ongoing personal development in ITIL and Agile practices
Telecoms experience is highly desirable but not essential

Please note: Due to the high volume of applications, only successful candidates will be contacted. If you do not hear from us within 48 hours, unfortunately, your application has not been successful on this occasion. However, we may retain your details for any future suitable vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Related Jobs

Cryptography Analyst

eTeam Workforce Limited • Contract • Manchester, Lancashire, United Kingdom • £33 / hour • 22h ago

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you. Description: Role Title: Cryptography Analyst Location: South of...

22h ago

Apply

Traction Power Consultant

Morson Talent • TRAFFIC • Cheshire, Altrincham, United Kingdom • £70 - £85 / * • 1d ago

Job Title: Traction Power Consultant West Yorkshire Mass Transit Project Location: West Yorkshire, United Kingdom Contract Duration: Until 31st December 2025 IR35 Status: Inside IR35 Overview: We are currently seeking an...

1d ago

Apply

PHP Web Developer

ISR RECRUITMENT LIMITED • TRAFFIC • Manchester, City, United Kingdom • 2d ago

Developer Outside IR35

PHP Web Developer Remote Working (ideally Greater Manchester-based) Market Rates 3 months (initially) Outside IR35 The Opportunity : Operating as a PHP Web Developer, you will be responsible for programming, configuratio...

2d ago

Apply

Interim Senior Finance Manager

Bayman Atkinson Smythe • TRAFFIC • Manchester, City, United Kingdom • £300 - £350 / * • 2d ago

3 6 months Hybrid working Competitive day rate North West-based Housing Provider Our client, a well-established and values-driven housing organisation, is seeking an experienced Interim Senior Finance Manager to support...

2d ago

Apply

Visual Designer

Pontoon • TRAFFIC • Manchester, City, United Kingdom • £500 - £600 / * • 2d ago

Visual Designer (Contract) Duration: 6 Months (Possibility for extension) Location: Bristol Harbourside/Leeds/Halifax/Manchester/Edinburgh Hybrid (2 days per week in any of these sites) Rate: A highly competitive Umbrell...

2d ago

Apply

Lead Generator

Kingdom People • TRAFFIC • Cheshire, Altrincham, United Kingdom • £25,000 / * • 2d ago

Lead Generator Salary: 25,000 per annum basic + 36,000 OTE (uncapped commission) Location: Altrincham Job Type: Full-time, Permanent Working Hours : Monday to Friday 8:45AM - 5:15PM About the Role We are recruiting on be...

2d ago

Apply

Financial Controller

Belinda Roberts Ltd • TRAFFIC • Manchester, City, United Kingdom • £50,000 - £60,000 / * • 3d ago

My client is a service business based in the Manchester City Centre area. Due to the growth of the business and various projects there is now requirement for a Financial Controller. This role will be on an initial 6 mont...

3d ago

Apply

Ticketing Delivery Manager

Computer Futures • Remote (Manchester, United Kingdom) • 3d ago

Ticketing Delivery Manager Opportunity - Manchester, United Kingdom Are you ready to make an impact in the transport sector? Our client, a respected leader in this dynamic industry, is seeking a driven and experienced Ti...

3d ago

Apply

Accounts Payable Clerk

Hays • ATS • Manchester, City, United Kingdom • £16 / * • 3d ago

Accounts Payable Clerk - Manchester - Temporary role Accounts Payable Clerk - Temporary role - Manchester, City Centre Contract (2-3 Months) On-site Location: Office-based Hours: 5 days per week, 37.5 hours. Rate: £13-16...

3d ago

Apply

Sales Demonstrator - Floor Care Machinery

TalentTech Recruitment Ltd • TRAFFIC • Manchester, City, United Kingdom • £35,000 - £40,000 / * • 5d ago

Sales Demonstrator - Floor Care Machinery Janitorial & Floor Care Systems - M62 & M1 Corridors Manchester, Warrington, Leeds, Sheffield, Nottingham, Derby 35,000 - 40,000 Basic Salary + Company Vehicle + Bonus+ B...

5d ago

Apply