Service Desk Analyst / IT Support Analyst / IT Helpdesk Support

Bluetownonline Ltd
£24871 - £29026 pa
05 Oct 2017
04 Nov 2017
Contract Type
Full Time
Job Title: Service Desk Analyst Location: Guildford Salary: £24,871 - £29,026 per annum Job Type: Full time, permanent Working Hours: a rotating three shift pattern between 07:45 - 18:15 (Monday - Thursday) and 07:45 - 17:45 (Friday). There will also be occasional shift changes to finish at 19:00 (Monday - Thursday only) with a later start time to support important meetings. Closing date: Friday 13 October 2017 Our Client is now seeking a Service Desk Analyst to deliver excellent first line support to our customers. About the Role: You will deal with a wide variety of incidents and requests every day and no two days will be the same. Reporting to the Service Desk Team Leader you will have the autonomy to deliver the solutions which keep their business running. As part of their wider transformation the ICT team has just undertaken a department wide restructure and this role has been created to provide excellence in customer support to enable us to become a recognised leader in digital delivery to their customers. Their core technologies are based on the Microsoft tech stack with specialist line of business solutions supporting their customer base. The 18 month ICT transformation programme will refresh their entire estate and create a sustainable platform to support the next generation of upgrades using the latest hybrid in-house and cloud solutions. This an exciting time to join them and use your skills to support an ambitious ICT transformation programme. They aim to transform both our internal and public services with the opportunity to gain significant experience including working in a regulated environment and GDPR compliance. They will be rolling out new end user computing devices, smarter ways of working and cloud solutions alongside a total core technology refresh of their infrastructure. ICT are committed to maintaining public services during the transformation and ensuring the on-going confidentiality, integrity and availability of their systems. Job purpose: Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. (SLMO) Main duties: - Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken. (USUP) - Carries out agreed operational procedures, including network configuration, installation and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution. (ITOP) - Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks. (ASUP) - Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. (PBMG) - Monitors compliance against agreed processes and investigates, assesses and resolves incidents of non-compliance, escalating where necessary. Grants users required physical accesses and monitors and reports on overall access control. (DCMA) - Develops, documents and implements changes based on requests for change. Applies change control procedures. (CHMG) - Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use. (CFMG) The Candidate: The successful candidate will have good experience with supporting Windows 7, Active Directory, Microsoft Exchange, Microsoft Office and mobile devices. Experience with Mitel phone systems would be desirable but not essential. Benefits: - You will work as part of a dynamic team with the autonomy to succeed in a lively, friendly environment. - The role has 24 days annual leave. In addition, they offer membership of the LGPS pension scheme and a full staff benefits programme. - They operate a family friendly, flexible working policy and are proud to be a diverse organisation with Two Ticks status. They are committed to investing in our people and supporting every individual to achieve their full potential. A basic Disclosure Scotland check will be required for the successful candidate. Please click the APPLY button and CHECK YOUR EMAILS for the link to the application portal. Candidates with the experience or relevant job titles of; Service Desk Analyst, IT Support Analyst, IT Helpdesk Analyst, IT Service Desk Analyst, Desktop Analyst, IT Support, IT Financial Services Analyst, IT Support Service Desk Analyst, IT Service Desk Analyst, IT Support Analyst, 1st Line IT Support, Helpdesk Support, Service Desk Analyst, IT Support Analyst, IT Helpdesk Analyst, IT Service Desk Analyst, Desktop Analyst, 1st IT Support Analyst, 1st Line Support Engineer, VMWare, NetHelpdesk, IT Infrastructure Support Analyst, 1st Line Support Technician, IT Service Desk Analyst, Infrastructure Engineer may also be considered for this role.
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