Service Desk Analyst
Posted on Oct 28, 2021 by CV-Library
Working for a large and modern public sector organisation, we are looking for a skilled Service Desk Analyst working within the ITSM function. The successful candidate will be supporting customers, resolving queries where possible and escalating issues to Level 2 when necessary.
What the Service Desk Analyst will be doing
As a Service Desk Analyst, you will be working within the IT Service Desk Team within the ITSM function, supporting customers, resolving queries where possible and escalating issues to Level 2 when necessary.
As the first point of contact, a Service Desk Analyst must have excellent customer service skills and a broad general knowledge of IT systems and services.
The role requires a good knowledge of IT Service Desk systems, protocols and procedures, along with an awareness of ITIL processes and best practices.
A passion for IT and operational support, high motivation and a commitment to supporting stakeholders to the highest possible level are also essential qualities for this role.
What the Service Desk Analyst will be responsible for
Providing first line support and guidance to internal and external users for all IT related issues via telephone, email or in person and offering an immediate response or resolution wherever possible.
Recording all incidents, problems, changes and requests on the Service Desk management system, prioritising as appropriate and allocating to the appropriate IT support area for investigation and resolution when necessary.
System administrator for various IT systems and communicating system failures and maintenance outages as appropriate.
Document all work to comply with standards, including reporting details of all hardware and software items that have been installed or removed so that configuration management records can be updated.
Compilation and distribution of management information
Routine maintenance and loan management of mobile devices such as iPhones and Microsoft Surfaces.
Maintenance and improvement of knowledgebase information.
What the Service Desk Analyst will bring to the team
Practical experience of a modern IT Service Desk system, preferably Hornbill Service Manager, along with familiarity of recognised protocols and best practices
Practical knowledge and experience of installing and configuring Windows desktop operating systems and account management
Experience of using and supporting Microsoft Office applications
Installation of conference room and training room equipment, including Video and Telephone Conferences for internal staff. Preparing conference suites and training rooms to connect to visitor equipment.
Understanding of ITIL processes and best practices, along with hardware disposal procedures in compliance with ISO 27001 certification.
The ability to establish and maintain effective working relationships with business colleagues, senior managers and project managers or teams and work as part of a team to deliver technical solutions.
Able to monitor own work against targets and act promptly to keep work on track and maintain performance.
Here’s what the Successful Service Desk Analyst will receive in return:
A flexible working scheme which has no core hours and excellent opportunities for home, part-time and term-time working;
A very generous pension scheme, with low employee contributions;
Eligibility for special and office-wide bonus payments;
Excellent development opportunities;
Opportunities for secondments, both internal and external;
Opportunities to join many civil-service clubs such as the Sports and Social Association, Motoring Club (CSMA), which provide numerous discounts to members
Up for the challenge?
If you think this vacancy sounds like you then please apply online or call Zoiya Saleem to discuss the role in confidence on (phone number removed)
Yolk Public Sector & Not-for-Profit team works with organisations across the UK to fulfil their recruitment needs and to achieve their D&I objectives. We recruit temporary, contract and permanent hires for 1 off specialist needs or for volume campaigns. We support our applicants to navigate the public sector recruitment processes and secure their dream jobs.
Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work
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