Service Desk Analyst
Venesky-Brown’s client, a public sector organisation in Cardiff, is currently looking to recruit a Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £110/day. This role will be remote but the successful candidate may be required to work onsite over the duration of the contract.
Responsibilities:
– Develop and maintain relationships with customers and users and to be seen as their ‘customer champion’ who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
– Maintain an array of information flows and databases designed to support the service management function. Carry out, as required, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
– To maintain regular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
– To resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries in a timely and accurate manner in accordance with agreed service levels. To resolve problems from first principles and past experience.
– Gain a sufficient level of knowledge of the nominated systems in order to respond to user queries by shadowing appropriate team members.
– Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.
– To understand all Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Service Schedules held by ISS and to actively monitor the performance of the services against the stated metrics in them.
– To manage requests for change from customers in accordance with National Change Management process.
– Standard keyboard skills for inputting and manipulating data and information into computer databases.
– Proactively keep track of service development, understand how it may affect first line support activities and assist in the development of amended working instructions and procedures as appropriate.
– Safe use of own equipment / orders and maintains stationary stocks.
– Demonstrates activities and work routines to others in own work area.
– Ensure that all in house documentation and procedures are well maintained, to help in the identification of appropriate work instructions and to assist in the development of new ones.
– Create reports for management from collected data showing trend analysis, highlighting abnormal performance on systems.
– Undertakes surveys or audits, as necessary to own work.
– Work within organisational and professional policies and procedures; seeks advice as necessary/ operates on own initiative, taking advice from manager if required.
Essential Skills:
– Educated to A-level, diploma or equivalent experience
– Commitment to continuing professional development for self
– ITIL Foundation Certificate or demonstrable equivalent experience
– Good understanding of IT infrastructure at a technical level
– Experience in providing first line IT Support in a Service Desk environment
– Experience in providing service desk support of a large and varied user base in IT systems
– Experience of an ITIL service environment
– Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
– Understanding and experience of providing an effective customer service
Desirable Skills:
– Knowledge of ITIL strategy
– Knowledge of relevant standards and legal requirements relating to Information Governance and Security
– Experience of working in a public sector body
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Develop and maintain relationships with customers and users and to be seen as their ‘customer champion’ who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
– Maintain an array of information flows and databases designed to support the service management function. Carry out, as required, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
– To maintain regular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
– To resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries in a timely and accurate manner in accordance with agreed service levels. To resolve problems from first principles and past experience.
– Gain a sufficient level of knowledge of the nominated systems in order to respond to user queries by shadowing appropriate team members.
– Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.
– To understand all Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Service Schedules held by ISS and to actively monitor the performance of the services against the stated metrics in them.
– To manage requests for change from customers in accordance with National Change Management process.
– Standard keyboard skills for inputting and manipulating data and information into computer databases.
– Proactively keep track of service development, understand how it may affect first line support activities and assist in the development of amended working instructions and procedures as appropriate.
– Safe use of own equipment / orders and maintains stationary stocks.
– Demonstrates activities and work routines to others in own work area.
– Ensure that all in house documentation and procedures are well maintained, to help in the identification of appropriate work instructions and to assist in the development of new ones.
– Create reports for management from collected data showing trend analysis, highlighting abnormal performance on systems.
– Undertakes surveys or audits, as necessary to own work.
– Work within organisational and professional policies and procedures; seeks advice as necessary/ operates on own initiative, taking advice from manager if required.
Essential Skills:
– Educated to A-level, diploma or equivalent experience
– Commitment to continuing professional development for self
– ITIL Foundation Certificate or demonstrable equivalent experience
– Good understanding of IT infrastructure at a technical level
– Experience in providing first line IT Support in a Service Desk environment
– Experience in providing service desk support of a large and varied user base in IT systems
– Experience of an ITIL service environment
– Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
– Understanding and experience of providing an effective customer service
Desirable Skills:
– Knowledge of ITIL strategy
– Knowledge of relevant standards and legal requirements relating to Information Governance and Security
– Experience of working in a public sector body
If you would like to hear more about this opportunity please get in touch.
