It Service Desk Analyst

One of our local authority clients are currently recruiting for an IT Service Desk Analyst. This is a temporary contract for 3 months with possible further extension based on budget and performance.

Main Purpose of Post/Job Summary

The post holder will provide prompt and effective technical support for all aspects of personal computing to users across the Council through resolution of incidents and service requests in line with agreed service agreements, ensuring minimal disruption / loss of service. They will also ensure delivery of a high-quality customer focused user experience, including fit for purpose systems, and high standards of access, availability, usability, usefulness, and excellent standards of service. 

Duties and Responsibilities

• Ensure that incident requests are handled according to agreed procedures and, for unresolved incidents, provide an effective interface between users and service providers supplying all necessary diagnostic information.
• Register and categorise incidents, making initial diagnosis of any problems and advising of known solutions where applicable, or promptly allocating to other service areas as appropriate to enable speedy resolution.
• Following agreed procedures, provide advice to users on systems, products and services which are available to them and assist users in making more effective use of desktop systems, products, and services.
• Provide an effective interface between users and service providers, including external commercial suppliers where applicable, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Use sound judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
• Resolve more complex incidents and user problems taking ownership and being accountable for satisfactory resolution.
• Ensure the security of information and information systems by encouraging and enforcing adherence to IT policies that ensure availability, integrity, authentication, confidentiality, and integrity.
• Apply and maintain specific procedures and security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and infrastructure components.

The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Jahker Miah at Coyle Personnel Ltd.