Service Desk Analyst

Job Title: Service Desk Analyst
Location: Flexible across sites in Newham and Havering
Accountable to: Senior Service Desk Analyst
Line Management Responsibility: None

Job Purpose:

1. Provide prompt and effective technical support for all aspects of personal computing to users, resolving incidents and service requests in line with agreed service agreements, ensuring minimal disruption and loss of service.
2. Ensure delivery of a high-quality customer-focused user experience, maintaining high standards of access, availability, usability, and service excellence.
3. Implement and support practices that meet our objectives for security, financial prudence, transparency, inclusion, and sustainability.
4. Contribute to the work of a multidisciplinary team, promoting the sharing of expertise and creating opportunities for continuous learning and development.
5. Support organizational initiatives that achieve corporate objectives and meet user needs of residents and businesses.
6. Ensure effective delivery of user support on a rota basis, including out-of-hours support with additional payment.

Specific Responsibilities:

1. Handle incident requests according to agreed procedures, providing an effective interface between users and service providers.
2. Register and categorise incidents, making initial diagnoses and advising of known solutions or allocating to other service areas for resolution.
3. Provide advice on systems, products, and services, assisting users in making more effective use of desktop systems.
4. Document incidents, progress checking, and ensure all diagnostic information is provided for error resolution and analysis.
5. Set priorities for resolution, monitor progress, and apply escalation procedures for unresolved incidents.
6. Resolve complex incidents and user problems, taking ownership and being accountable for satisfactory resolution.
7. Ensure the security of information systems by enforcing IT policies that ensure availability, integrity, authentication, confidentiality, and integrity.
8. Apply and maintain specific procedures and security controls to maintain confidentiality, integrity, and availability of business information systems.

General Responsibilities:

1. Champion equality and diversity in all aspects of employment and service provision.
2. Adhere to Health and Safety requirements and proper risk management.
3. Address any Safeguarding issues in line with policies and procedures.
4. Comply with Health and Safety Regulations.
5. Ensure processes comply with the Data Protection Act for the security, accuracy, and relevance of all personal data held on such systems.
6. Treat all acquired information through employment in strict confidence.

Person Specification:

Competence in Incident Management (Level 4):

• Ensure incidents are handled according to agreed procedures.
• Prioritise and diagnose incidents, investigate causes, and seek resolutions.
• Facilitate recovery, document and close resolved incidents, and contribute to testing and improving incident management procedures.

Competence in Customer Service Support (Level 3):

• Act as the routine contact point, handling requests for support.
• Respond to service requests, provide information, and enable resolution.
• Provide first-line investigation and diagnosis, allocate unresolved issues, and contribute to the creation of support documentation.

Competence in Service Level Management (Level 3):

• Monitor service delivery performance metrics.
• Liaise with stakeholders to plan for service deterioration or breaches of service level agreements.

Knowledge and Experience:

• Awareness of risk and an analytical approach to work.
• Investigate and resolve complex issues.
• Thorough knowledge of the organisational domain.

Behaviours and Personal Qualities:

• Facilitate collaboration between stakeholders with common objectives.
• Share knowledge and experience to help others.
• Communicate fluently, orally, and in writing, presenting complex information to both technical and non-technical audiences.
• Demonstrate and apply core values of Honesty, Equality, Ambition, Respect, and Togetherness.

Qualifications:

• Degree or equivalent work-related attainment or experience.

Attributes:

• Demonstrated ability to collaborate, share knowledge, and communicate effectively.