We require a Service Desk Analyst to provide an efficient, effective and professional ICT Support service to the whole council including Director’s and Members by accurately recording and resolving various ICT enquires/technical issues.
Job Accountabilities
1. Provision of first line support for all ICT incidents, requests and changes across all communication channels for the Council, its elected members, shared services and partner agencies
2. Provision of user, software and asset lifecycle management
3. Progress of Incidents, Requests and changes against Key Performance Indicators (KPI).
4. Ensuring that all interactions with users of the service are handled in an efficient and courteous manner.
5. Mentoring and guidance for other less experienced support staff
To be considered:
* Must be able to demonstrate in-depth knowledge of supporting desktops, laptops, tablets, smartphones, printers, MFD/MFP’s and servers.
* Must be able to demonstrate knowledge of working with and supporting virtualisation technologies, SAN’s, Corporate Backup Solutions, Secure Gateways e.g. (AV/Spam/Content Filters).
* Must be able to demonstrate knowledge of and support of Microsoft Azure and Microsoft Office 365 including Microsoft Teams.
* Must be able to demonstrate knowledge of and supporting Networking Technologies such as DHCP, DNS, TCP/IP.
* Must be able to interpret customer issues in order to resolve or escalate as appropriate, in line with corporate standards.
* Must be able to demonstrate the ability to generate innovative ideas and practical solutions in conjunction with colleagues and suppliers, in order to continually improve and develop the Council’s ICT Service Desk function.
* Must be able to demonstrate strong interpersonal and communication skills, with the ability to liaise with both technical and non-technical audiences.