Service Desk Analyst

Contact 3 - Pertemps Managed Solutions
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
We are urgently looking for an experienced Service Desk Analyst / 1st Line Helpdesk Engineer to support our client, an award winning, ITIL aligned ICT department based in Bangor, North Wales. This is a 3 month contract and will sit in the IT Service Management Team; circa 60 staff split over two main locations in Bangor and Cardiff, with a presence in other locations.

The ICT Service Desk Analyst`s role lies within an area of ICT that has undergone significant development in order to support the primary functions of our three legacy bodies to a high standard.  The ICT Service Desk, together with the Desk Side Support team, form a large operational area of ICT known as End User Support; a function responsible for the delivery of first and second line technical solutions to all staff. The Service Desk Analyst will provide primarily first line support.

Reporting to the ICT Service Desk Team Leader, this role is responsible for being ‘the face of ICT`, providing a single point of contact to NRW staff experiencing a range of technical problems. The Service Desk acts as a gateway to high level technical services, providing solutions to the majority of problems and requests at the desk (Service Desk typically own 80% of incoming calls to ICT).   

This is a key role that directly contributes to the operational continuity of NRW through the provision of efficient and prompt solutions to all NRW staff in accordance with industry best practice standards, and in doing so, delivering an excellent standard of customer service.

In this role you will;

- Maintain a high degree of customer service for all support and adhere to all service management principles
- Show confidence in using all forms of IT with a willingness to learn new systems and equipment to a high level
- Be responsible for system administration – creating, modifying and troubleshooting accounts.
- Understand and document user requirements
- Engage and negotiate with legacy IT Service Desks to expedite the resolution of issues and requests that are within your remit to resolve
- Issue chases and escalate to the Service Desk team leader where relevant, to ensure NRW staff receive consistent levels of service from all parties.

Skills and Experience;

- ITIL Foundation Certified
- Experience working in a professional ICT environment
- Experience using Microsoft SCCM and SCSM
- Windows 7, Outlook 2010 , Active Directory, Exchange Server experience
- Experience working in a ITIL environment

If this sounds like your next opportunity then please get in touch! Use the apply button to send over your CV now, or for further information please contact Clare Choytooa at Pertemps Managed Solutions on (Apply online only) or at (url removed)