Key responsibilities
The Service Desk Analyst will provide day-to-day support via the service desk, to diagnose and resolve problems and provide advice to users of our key business applications.
To fulfil standard requests using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes.
1. Manage incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
2. Provide remote assistance over the phone and advice to users through instant messenger and through the use of remote support tools such as Dameware.
3. Assist with issuing and resetting passwords using agreed procedures to maintain system security.
4. Proactively keep users informed throughout all stages of all processes by phone, email, and instant messenger.
5. Encourage and support users to use self-service systems to log, update, chase, receive updates and cancel calls.
6. Escalate calls to the First Line Manager, Second Line Support and Application Support as required.
7. Receive alerts and monitor the availability and performance of ICT systems using tools including Solarwinds.
8. Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests.
Criteria description
Extensive experience of supporting digital services in a large organisation, assisting users over the phone, and using remote support tools as well as face to face contact to complete incidents and requests effectively and to the users’ satisfaction.
Experience of supporting corporate and departmental business applications.
Criteria description
Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances
Knowledge of the work social care and the information requirements
Knowledge of IT troubleshooting techniques and ability to relay detailed instructions to users to assist with fault resolution
Proven ability to use remote tools to resolve incidents and complete service requests including installing software using a software delivery tool
Job Types: Full-time, Temp to perm
Salary: From £20.63 per hour
Expected hours: 35 per week
Benefits:
- Company pension
Schedule:
- Monday to Friday
Supplemental pay types:
- Loyalty bonus
Experience:
- Service Desk Advisor: 3 years (required)
- local council: 1 year (preferred)
- supporting digital services: 6 years (required)
- IT troubleshooting techniques: 1 year (required)
Work Location: In person
Reference ID: LOCK
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