Band 4 IT Service Centre Analyst - Service Desk

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.

• Enhanced level of communication and people skills with the ability to utilise empathy and listening skills.
• Ability to communicate effectively to both technical and non-technical audiences.
• Attention to detail, with ability to absorb and translate technical and non-technical information.

Essential

• *A Level / IT related NVQ Level 3 or similar accredited vocational workrelated IT qualification.
• *CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
• *Advanced ECDL or equivalent knowledge.
• *ITIL Foundation Certificate or equivalent.

Essential

• *Experience providing application support within an ICT environment.
• *Extensive experience of working within defined Service Level. Agreements & Service Level Targets.
• *High level of understanding of ITIL processes and Service Management best practice framework.

Desirable

• *Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
• *Experience in troubleshooting Office365 applications

Essential

• *Enhanced level of Communication/people skills with the ability to utilise empathy and listening skills.
• *Ability to communicate effectively to both technical and non-technical audiences
• *Attention to detail, with ability to absorb and translate technical and non-technical information
• *Ability to accurately record and document information & facts
• *Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
• *A positive outlook with ability to use initiative and contribute as part of a team
• *Customer focussed with excellent interpersonal skills both verbal and written
• *Ability to remain calm under pressure
• *Flexibility with ability to respond positively to changing circumstances and conditions.
• *Self-motivation with commitment drive & enthusiasm