Service Desk Analyst

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Duties Role:

Under the direction of Head, Service Operation Branch, but largely on own initiative, the incumbent will perform the following duties:

- Provides level 1 support of end-user ICT assets in accordance with Agency processes and procedures;

- Records work in Service Management systems, records cause of failure, updates configuration control records and asset management records;

- Liaises with other sections within the CSU in order to fulfil the level 1 support of end user ICT assets;

- Keeps Incident Manager appraised of any unexpected developments, including reasons why a particular incident cannot be resolved and forecast for resolution;

- Conducts equipment testing to and from the supply line, documents serviceability status, initiates Technical Assessment Reports in accordance with extant AD/SOI/SOPs;

- Contributes to the implementation of the Branch's continual service improvement procedures and contributes to the NCI Agency continual service improvement process;

- Works with limited supervision;

- Coordinates and conducts work to meet quality targets;

- Investigates and resolves technical issues in a systematic approach;

- Maintains sound knowledge on implemented technologies;

- Advises his/her superiors and recommends technical solutions;

- Conducts delivery of ICT equipment to end-users;

- Perform other duties within the NCI Agency's area of business as may be required.

Skills knowledge experience:

Experience and Education:

- Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification;

- At least 5 years recent practical experience within a CIS Service Operations environment;

- At least 3 years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;

- At least 2 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;

- Good working knowledge of TCP/IP Protocols and Standards;

- Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages). Desirable Experience and Education:

- Knowledge of policy, procedures, and organisation of NATO CIS;

- Working knowledge of ITIL processes and procedures;

- Experience in working in a Service desk environment;

- Prior experience of working in an international environment comprising both military and civilian elements;

- Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation;

Courses:

Formal qualification in PC hardware repair and configuration;

Formal training in local area network.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.