SERVICE DESK ANALYST

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Scope of the role

The service desk provides support for approximately 4,000 users and the IT Service Desk Team provides the first point of contact for users experiencing difficulties with IT systems and services.

The role is responsible for the provision of professional first line IT support to the clients IT users by telephone, e-mail, chat and portal facilities.

A broad understanding of the IT demands and requirements is needed for this post, together with knowledge of common desktop systems and industry standard infrastructure such as Active Directory, Windows & Office and IP networks.

The post-holder will be required to adhere to strict Policies and Procedures in supporting staff and ensuring that correct escalation channels are followed.

The role will provide high quality customer service and will utilise excellent communication skills. The service desk analyst will respond to user requests and incidents by phone and electronic channels will capture and log all relevant information and verify user details. The service desk analyst will be sufficiently skilled to provide a high level of resolutions to incidents and requests without the need to escalate to further resolver teams, however, where necessary the analyst will escalate to the appropriate resolver groups whilst retaining ownership of the request or incident until resolution. The Service Desk analyst will also provide updates to the end user regarding the progress of their request at regular intervals.

Main duties and responsibilities

* Provide a first line resolution service to end users. This will include calls that need password resets, account administration, applications support, printer issues, rebooting of devices and remote support.

* To respond to telephone calls and emails and to log all relevant information into Call Management system.

* Process work orders raised on the Service Desk application by web forms and the Portal. Performing first line fixes where possible. If work orders cannot be fixed ensuring that as much information as possible is included in the work order to facilitate a resolution.

* To support the Service Desk Team Leader & Service Support Manager in delivering the defined service desk service.

* Ensure that all calls that cannot be fixed by the Service Desk are diverted to the appropriate resolver group or support organisation. This may be in-house or an external supplier.

* Provide first line support including incident/problem identification, resolution and escalation in line with local Service Level Agreements.

* Action Service Requests for software upgrades/installations to ICT equipment ensuring minimum impact to users.

* Document processes and procedures to assist with PC configuration, software installation and patch records.

* Installation, maintenance, documentation and support of workstations, peripherals and software packages, e.g. Windows, Outlook, Office applications, virtual network

* Explain and advise solutions to complex I.T. issues to non I.T. staff.

* Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets.

* Monitor problems and suggest solutions to the relevant system manager. Be a source of information and guidance on information systems and policies and procedures and keep up-to-date with current IM&T developments, Company-wide policies, national strategies and legislation.

* Provide remote installation of software and setup of hardware on end user devices

* To deliver training to users; which include one to one sessions, telephone consultations and remote demonstrations.

* Periodically attend and support end user tech clinics to advise on and respond to user issues.

* Accurately document all support calls and e-mails, gathering as much information as quickly as possible to correctly diagnose faults. 'Own' the calls following them through reporting to closure ensuring that Service Level Agreements are met.

* Monitoring outstanding calls on the Service Desk application to ensure that calls have timely updates and are closed within agreed timescales. Where this is not possible, calls are to be escalated to the Service Desk Team Leader, Service Support Manager or Head of IT Operations.

* To establish and maintain effective communication with Business Units, acting as their point of contact for information system issues.

* Systems support will include database applications and web-based systems.

* Maintain up-to-date and comprehensive procedure notes for all functions associated with the Service Desk and IM&T support and assist in streamlining processes where required.

* General administrative duties as required, including post collection/distribution and to maintain consumable departmental stationery and order documentation.

* Develop skills for self through training/development opportunities and the staff appraisal system.

* Keep the user informed of developments throughout the call's lifecycle. The Service Desk is the communication channel between the users and the IT Services.

* Inform users of policies and procedures in use at both local and national levels. Support all new initiatives and projects, providing information and assurance to end users.

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.