Service Desk Analyst
6 Months
£111.59 per day (Inside IR35)
Fully on-site working in Yorkshire
As ICT Service Desk Analyst, you will be an integral part of the Service Delivery team, providing response to managing incidents and service requests supporting the ICT technology strategy and road map. You will work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability working closely with the wider ICT Team. You will ensure all Service Delivery components of the service catalogue align with the associated key performance indicators and follow company processes and policies. You will contribute to work outside the service catalogue supporting projects and commissioned work as directed by line management.
Key Responsibilities:
1. Provide technical support responding to inquiries, evaluating, and resolving issues relating to ICT equipment, infrastructure, and applications via phone, in person, and self-service.
2. Respond and raise ICT service management cases categorizing against service level agreements and service reporting data ensuring quality content to support the wider ICT organization.
3. Support effective engagement with stakeholders across the organization, providing feedback to line management to ensure the service desk activities meet current and future business needs.
4. Identify and promote to line management any opportunities to innovate, advance, and improve service transition lifecycle to support business requirements.
5. Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
6. Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users and 3rd party providers.
7. Keep the service support manager informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
8. Contribute to the development and implementation of service support processes and compliance requirements.
9. Support line management when consulting with clients regarding all service support activities.
10. Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.
11. Attend and actively participate in meetings, events, seminars, and training regarding service support services.
12. Contribute and promote knowledge library ensuring all submissions follow policy and process with attention to detail when documenting and creating knowledge articles.
Requirements:
1. Educated to higher education level in a relevant discipline or demonstrate experience of working in an ICT service desk function within a busy, multidisciplined ICT service.
2. Knowledge of incident and request fulfilment processes with good attention to detail.
3. Problem solver with analytical skills in a highly technical customer-focused service environment.
4. Good communication skills to form effective working relationships at all levels and the confidence to challenge a range of internal stakeholders relating to service support matters.
5. Able to communicate in the appropriate style and language with a wide range of contacts.
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