Senior Service Desk Analyst
Posted 5 days ago by Positive Employment
£26 Per hour
Undetermined
Hybrid
Westminster, UK
Summary: The role of Senior Service Desk Analyst involves providing 2nd Line Support for a large local government organization. The professional will be responsible for resolving incidents and service requests, managing IT-related issues, and ensuring effective communication with service users. Additionally, the position includes configuring new systems and contributing to asset management within the Service Desk team. The role requires a blend of technical expertise and customer service skills, with a preference for on-site work 2-3 days a week.
Key Responsibilities:
- Document and resolve or escalate incidents and requests for service from ICS service users.
- Perform effective incident resolution for software and hardware issues, including computers and mobile devices.
- Configure and implement new computer systems as part of desktop refresh projects.
- Assume ownership of incoming incidents and service requests, managing their progress to resolution.
- Resolve incidents within agreed SLA timescales and manage breached calls with the Service Desk Manager.
- Provide technical front line telephone support, onsite jobs, and remote support as part of the Service Desk team.
- Contribute to accurate recording of ICS asset data and manage the ICS storeroom.
- Utilize Service Management software to record incidents and maintain asset information.
- Monitor system performance and manage operational requests as required.
Key Skills:
- Experience in 2nd Line Support roles.
- Strong technical knowledge of IT hardware and software.
- Excellent problem-solving and analytical skills.
- Ability to manage multiple tasks and prioritize effectively.
- Strong communication and customer service skills.
- Familiarity with Service Management software.
- Experience in asset management and documentation.
Salary (Rate): £26.11 per hour
City: Westminster
Country: UK
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: Mid-Level
Industry: IT
Our client is a large local government organisation and looking for an experienced 2nd Line Support professional to join their team on a permanent basis
You will
To take responsibility for, document and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form or telephone
To perform effective incident resolution relating to the authority's software and hardware to include computers, laptops, telephones, mobile devices and any other IT related associated peripherals at local and remote locations. Undertake technical problem management and root cause analysis
Configure and implement new computer systems as part of a desktop refresh, project or new requirement. This will also include the implementation of systems in offsite or remote environments eg broadband installations across the borough
To assume complete ownership of incoming incidents and service request tasks (including starters/leavers/movers, equipment allocation, etc), including those where third party input is required. Prioritise, manage and monitor the progress of the calls from inception to resolution and to keep customers informed of the progress of their queries
Resolve incidents and service request tasks within agreed SLA timescales and to continue to work with the Service Desk Manager and customers on breached calls where the resolution falls outside of agreed targets. This also includes logging, reporting and escalating IT Data and Cyber Security issues.
As part of the Service Desk team be prepared to work on a rotational basis for technical front line telephone support, onsite jobs and remote support within the Service desk operational hours.
Contribute towards the accurate recording of the ICS asset data by completing the appropriate documentation and following associated procedures including the management of the ICS storeroom.
Utilise the Service Management software to accurately record incidents, problems and service requests, maintain accurate asset information and submit knowledgebase documentation.
Where required, monitor system performance and manage the process of automated and other operational requests and book and dispatch any generated outputs as required
PREFERABLY 2-3 DAYS ON SITE