It Service Desk Analyst

Job description

Post: IT Service Desk Analyst

Reporting to: Senior IT (Operations) Engineer

Managing:      n/a

Purpose of job

Assisting the IT team in the effective operation of the Information Technology function, administration of services, project work and provision of support to the Associations’ staff, by a combination of telephone, remote access and personal visits. 

Main responsibilities

1. To provide high quality customer service to internal customers for all technical challenges and/or engage and enable second and third line (external) support providers to resolve issues;
2. Record and manage Service Desk incidents and requests, ensuring SLA resolution targets are met;
3. Complete the initial diagnosis of all incidents and escalate where required;
4. Follow documented processes and procedures, updating as necessary;
5. Log calls with IT service providers, on behalf of customers;
6. Provide support and assistance over the phone, in person and through the use of remote support tools;
7. Deploy computers, laptops and handheld devices to defined standards;
8. Reset passwords using agreed procedures to maintain system security;
9. Encourage, train and support customers in the use of IT systems as appropriate;
10. Maintain accurate records relating to company assets and software licences;
11. Monitor and respond to alerts and incidents arising from monitoring tools and systems and escalate where required;
12. Participate in team meetings and report on common issues or unresolved problems;
13. Ensure all IT documentation is kept up to date;
14. To support and participate in project work and change activities;
15. To undertake administrative duties to support the Information Technology function;
16. To undertake other duties appropriate to the grade of the post that the business may request;

General

1. To act at all times in accordance with Habinteg’s behaviours and published policies and procedures;
2. To maintain high standards of probity and confidentiality;
3. To ensure that the requirements of the General Data Protection Regulations are complied with in carrying out the duties of the post;
4. To take personal and collective corporate responsibility for health and safety;
5. To attend training, supervision, appraisals, team meetings and staff conferences as required;
6. To be conversant with Habinteg’s operations, business practices, corporate goals and strategies;
7. To take on any other duties as may be required that are commensurate with this role.