Service Desk Analyst

About the role Service Desk Analyst

You will be a confident, effective communicator, passionate about customer service excellence with a proven track record of experience in an IT technical environment.

The main purpose of the role: Service Desk Analyst

• To provide operational and technical support to 400 + end users across all Council departments, with responsibility of supporting Windows 11 laptops, docking stations, end-user devices, MFD’s and mobile devices (iPad and iPhone). Configuration, installation and support of all hardware and software supplied to the end user. Support for the MS 365 suite.
• Provide support and cover on the ICT Service Desk to support the technical function of the organisation as a whole.
• To proactively work with customers to suggest better ways of working and taking time to understand customer needs and requirements.
• Liaise with the Digital Development and Infrastructure teams and third-party partners when required.

Specific duties and responsibilities Service Desk Analyst

• Monitor the ICT Service desk tickets, incidents and service requests, via the online portal. Ensure the logging of all incidents and requests have the appropriate level of information and are in line with the ICT Service Level Agreements.
• To proactively communicate with customers as needed, in a highly customer focused manner, face to face, over the telephone, via email and the Service desk online portal.
• Follow ICT Service Desk set procedures for logging and monitoring all support calls.
• Taking ownership of tickets and ensuring successful completion within stated SLA, escalating of incidents and requests to third parties and colleagues where necessary.
• Provide remote support to internal and external customers. If requested provide desktop support and support at remote sites, e.g. Depot.
• Provide advice, guidance and training to the end users on the operation and use of the authority's corporate desktop and office systems software.
• Assist with knowledge transfer across the teams.
• Work a shift rota of early or late to cover the support hours required for the ICT Service Desk. When required cover absent shifts, possibly at short notice.
• Administer ICT Training Room bookings, checking availability of room and compatibility of software required for training.
• Assist third party support to gain remote access to the EBC servers and systems. When necessary, supervise third party support on-site engineers, assisting engineers to clear faults.
• Run various regular routine procedure jobs, as set out in the ICT Service Desk support shift duties, updating records accordingly.

Qualifications and Education Service Desk Analyst

Educated to GCE A level or equivalent standard.

Experience Service Desk Analyst

Experience of IT, communications, telephony (Teams) and mobile devices, including mobile device management (MS Endpoint), and laptops. Windows 11 troubleshooting.

Experience of support desk and customer contact. Ability to understand and take account of end user/customer needs, able to converse appropriately.

Understanding of hardware and software in use in the authority to carry out IT and/or telephone equipment installations and software upgrades.

Experience of Teams and Sharepoint, Windows 11.

Knowledge, skills and abilities Service Desk Analyst

Excellent interpersonal and communication skills, with a high standard of Customer Care qualities.

Able to adapt to system technology changes.

Essential Service Desk Analyst

Ability to follow set procedures accurately. Capable of record keeping and updating documentation, applying a consistent accurate approach with data inputting.

Essential

Well organised and practical, careful and confident with the handling of IT equipment.

Essential

Logical/analytical approach to problem solving. Can demonstrate a common sense and responsible attitude.