Service Desk Analyst

Brook Street UK
11 Mar 2018
10 Apr 2018
Contract Type
Full Time
Excellent opportunity for a Service Desk Analyst working for the public sector.
The successful applicant will enjoy working in modern offices in Ripley for a 4 month basis.

The Service Desk will act as Single Point of Contact for Information Services, and is responsible for logging and handling all IS Incidents, Requests and general queries using software tools. The Service Desk maintains record on IS users and assets.

The post holder will be required:

To act as the single point of contact for IS for the Force and within the Region, demonstrating good
customer service across all areas of the role.

To provide all levels of users within the Force with detailed advice and guidance on services and
systems as necessary.

To log, categorise, prioritise, diagnose and escalate or resolve all Incidents and Requests by
customers, following Incident, Request and Problem processes.

To provide first fix support including password resets, investigating and resolving windows desktop
issues, resolving user queries on Microsoft Office products and Force systems and diagnosing
simple network and printer issues.

To diagnose faults using support tools and techniques

To provide an effective interface between users and internal and external service providers for
requests that cannot be resolved at first point of call, supplying all necessary diagnostic information
in a timely and appropriate manner.

To log calls with third parties ensuring procedures detailed in Service Level Agreements are

To follow the Change Management process.

To apply and maintain specific procedures and security controls as required by organisational
policy and local risk assessments to maintain confidentiality, integrity and availability of Information
Systems and Infrastructure components.

To ensure that all hardware and software assets are recorded and maintained in line with the
agreed process.

To carry out proactive monitoring of hardware and software to identify faults and issues

To ensure the correct software management processes are followed.

To maintain the IS Service Catalogue, ensuring it is up to date and relevant

To work collaboratively to ensure that effective communication channels are established and

To contribute to continual service improvement from IS to customers.

The successful applicant must have excellent communication skills both verbal and written, able to learn and understand new systems and services.

Must have a basic understanding of IT and have good customer service.
Demonstrate proficiency in the tasks of a Service Desk, covering Incident Management,
Request Fulfilment and Access Management

Experience of using Service Desk software eg BMC Remedy, LANDesk

Must have IT Service desk experience

? Knowledge of ITIL processes
? 2 years` experience of working in an IT Service Desk environment
? Knowledge of Service Management
? Knowledge of Systems development lifecycle
? Experience of being an effective team player, able to develop and extend relationships
? Experience of problem solving skills

Salary £9.91 per hour
Contact Debbie Beer at Brook Street on (Apply online only) for immediate interview

Applicants must have a background /working knowledge of supporting IT

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