Our client, a public sector authority, is looking for a Senior Service Desk Analyst to join on a 6-month contract. This role will be onsite 5 days per week in London.
You will assist the Digital Services Management Lead in managing help-desk support to the client's business customers, assisting them with hardware and software problems via phone, email, and a ticketing system while ensuring site support and coverage in the London office.
You will also be expected to assist in technical escalations while taking ownership of the office operations to ensure regular health checks of key office infrastructure and ensure knowledge is shared with others via templated knowledge base runbooks and training.
Key Responsibilities
1. Provide senior level first line support (Audio Visual, Windows, Unified Comms, Microsoft Office, Active Directory), answering support queries via phone, email, and IT Service Management ticketing system to VIP Users.
2. Analyse Incident Management Process and assist in the implementation of process improvements.
3. Become a focal point for Digital Services support in the London office to assist with escalations and operational day-to-day issues affecting the building and its staff.
4. Produce and update service desk policies and procedures.
5. Deliver a high level of professional customer service on the phone and face-to-face when in the office.
6. Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary.
7. Provide project support as assigned by DDaT management.
Key Outputs and Deliverables
1. Service Desk Phone is answered in a timely manner (SLA calls answered within 30 seconds).
2. 1st and 2nd Line support issues are resolved in accordance with SLA's following our client's regulations, any other relevant protocols, and best practice with accurate ticket notes made for colleagues following in-depth investigation.
3. Provide SharePoint 2013 and O365 support and research.
Essential Experience
1. Active Directory, Exchange services, and hardware support. Windows 10 Operating System knowledge, Office 2016 & O365 skills.
2. Experience of working in an IT Department at 1st and 2nd line support.
3. Personal ticket and support queue management skills.
4. Personal motivation to achieve consistently high levels of customer service and learn new and existing technologies.
5. Public sector experience.
If this sounds like you and you are available on short notice, apply now!
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