Senior Service Desk Analyst
Posted 1 week ago by Positive Employment
£26 Per hour
Inside
Onsite
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 related to IT hardware and software, managing customer communications, and ensuring compliance with service level agreements. Additionally, the position requires participation in technical support across various environments and maintaining accurate asset records.
Key Responsibilities:
- Document and resolve or escalate incidents and service requests from users.
- Perform effective incident resolution for software and hardware issues.
- Configure and implement new computer systems and manage offsite installations.
- Assume ownership of incidents and service requests, prioritizing and monitoring progress.
- Resolve incidents within agreed SLA timescales and manage breached calls.
- Provide technical front line support on a rotational basis.
- Contribute to accurate recording of asset data and manage the storeroom.
- Utilize Service Management software for incident and asset management.
- Monitor system performance and manage operational requests.
Key Skills:
- Experience in 2nd Line Support.
- Strong problem-solving and technical troubleshooting skills.
- Knowledge of IT hardware and software systems.
- Ability to manage customer communications effectively.
- Familiarity with Service Management software.
- Experience in asset management and documentation.
- Ability to work in a team and provide front line support.
Salary (Rate): £26.11 per hour
City: Westminster
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
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
5 DAYS PER WEEK ON SITE
THIS ROLE IS INSIDE SCOPE OF IR35