Senior Service Desk Analyst
Venesky-Brown’s client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.
Responsibilities:
– Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA’s, OLAs and Service schedules are met.
– To ensure that appropriate information is produced about each service for analysis.
– To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
– Responsible for the administration of the Configuration Management Database.
– Ensure that all configurations of all assets associated with each service are registered and managed.
– Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
– Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.
– Involved in setting up the Service Management wrap for any new developments/projects.
– Responsible for highlighting any risks associated with the Change Process.
– Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
– Maintain and develop the implementation of service Management methodology (ITIL).
– Deputise for the Service Desk Team Leader
– Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
– Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
– Liaise with other staff across the organisation either informally or in meetings as appropriate.
– Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.
– The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
– The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
– Formal line management reporting for the post-holder will be to the Service Desk Team Leader
– Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
– The postholder is also responsible for working with Standard Operating Procedures.
– Contributes to and comments on new procedures.
– Treat organisation assets and equipment with care with a view to extending life and avoiding waste.
– Responsible for updating E-KSF tool with own PDP.
– Support the development of specific projects involving service management, liaising with senior colleagues as required.
– Work with users and providers to ensure that the information provided/received will meet their needs.
– Identify ways to improve existing systems in terms of quality, timeliness and reliability of data.
Essential Skills:
– Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area
– Commitment to continuing professional development for self and team members
– ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
– Good general knowledge of common hardware and software applications including but not restricted to:
– Common email systems and protocols
– Domain Name Service
– Active Directory System
– Authentication principles
– Understanding of inter-relationships between aspects of IT infrastructure and service support requirements
– Experience of working in a technical support role and proven experience in the development and support of IT systems
Desirable Skills:
– Knowledge of ITIL strategy
– Experience of working in a Public Sector environment
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA’s, OLAs and Service schedules are met.
– To ensure that appropriate information is produced about each service for analysis.
– To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
– Responsible for the administration of the Configuration Management Database.
– Ensure that all configurations of all assets associated with each service are registered and managed.
– Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
– Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.
– Involved in setting up the Service Management wrap for any new developments/projects.
– Responsible for highlighting any risks associated with the Change Process.
– Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
– Maintain and develop the implementation of service Management methodology (ITIL).
– Deputise for the Service Desk Team Leader
– Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
– Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
– Liaise with other staff across the organisation either informally or in meetings as appropriate.
– Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.
– The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
– The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
– Formal line management reporting for the post-holder will be to the Service Desk Team Leader
– Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
– The postholder is also responsible for working with Standard Operating Procedures.
– Contributes to and comments on new procedures.
– Treat organisation assets and equipment with care with a view to extending life and avoiding waste.
– Responsible for updating E-KSF tool with own PDP.
– Support the development of specific projects involving service management, liaising with senior colleagues as required.
– Work with users and providers to ensure that the information provided/received will meet their needs.
– Identify ways to improve existing systems in terms of quality, timeliness and reliability of data.
Essential Skills:
– Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area
– Commitment to continuing professional development for self and team members
– ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
– Good general knowledge of common hardware and software applications including but not restricted to:
– Common email systems and protocols
– Domain Name Service
– Active Directory System
– Authentication principles
– Understanding of inter-relationships between aspects of IT infrastructure and service support requirements
– Experience of working in a technical support role and proven experience in the development and support of IT systems
Desirable Skills:
– Knowledge of ITIL strategy
– Experience of working in a Public Sector environment
If you would like to hear more about this opportunity please get in touch.
