IT Service Desk Analyst

• Be the first point of contact within Digital, Data & Technology (DDaT) for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system.
• To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration.
• Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.
• Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department's culture of continuous improvement.
• Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
• To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.

• We value people
• We are one team
• We care

Essential

• We are one team
• We care
• We value people

Essential

• Experience of working in an IT Service Desk environment.
• Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.

Essential

• Ability to follow scripted solutions to resolve incidents at the point of contact
• Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
• Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment
• Ability to take ownership and be able to communicate escalations to a range of stakeholders.
• Excellent written and verbal communication skills
• Substantial customer facing Skills
• Ability to analyse situations / information to identify and resolve a range of problems

Essential

• Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
• Knowledge of a range of relevant hardware and software
• Knowledge of ITIL Service Management
• Knowledge of remote user technologies

Essential

• GCSE Math's and English (A-C) or equivalent.
• Customer service trained or equivalent experience
• Higher National Certificate / Diploma or equivalent or relevant experience

Desirable

• ITIL Foundation