JOB PURPOSE Based at our HQ in Hessle, the IT Service desk Analyst will be an integral part of N3i providing IT support. The role will primarily provide 1st line technical support, managing an incoming call queue, while trying to resolve as many issues as possible on first contact. Also, when demand requires, the role will be required to provide support to the 2nd line, 3rd line and procurement support roles within the team. The post holder will have a friendly, customer focussed attitude, putting the customer first at all times. The post holder will contribute to a well-run and efficient IT team. The post holder role will be part of a rota covering the service operating hours of 08:00 to 20:00 Monday to Friday, Saturday, Sunday and Bank Holidays 08:00 to 15:00, over a 37.5-hour working week. DUTIES AND RESPONSIBILITIES Communication Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner. The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful and friendly attitude at all times. The post holder will be responsible for answering 1st line telephone calls and managing the call queue during busy periods of the day. Provide a wide range of remote and face-to-face IT support to customers, Identifying, troubleshooting and fixing any issues and problems. Liaise in a professional manner with other partnership organisations and suppliers. To feedback potential training requirements and needs to the N3i training team. Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations. Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided. Report any security breaches or incidents in accordance with the organisations incident reporting policies. Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets. To deal with any incoming email, prioritising, responding, circulating appropriately with the remit of own authority. Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action. Analytical Tasks Analyse systems and information to identify and resolve a wide range of problems in relation to hardware and software errors. Ensure related hardware and software faults that have been logged with the IT Service Desk are responded to in the agreed timescales. Proactively monitor live IT Service Desk incidents using our systems, ensuring resolution within agreed service level agreements. To be aware of current Disaster Recovery Plans and escalation points in relation to these. To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication & security information to any other party (internal or external). Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable. Planning and Organisational Skills Plan tasks and activities that may require adjustments to priorities due to a varying workload and interruptions. Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents. Support the implementation of technical projects. To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required. Physical Skills The post requires developed physical skills to fulfil duties in a role where there is a specific requirement for speed and accuracy. The post holder will possess keyboard skills and manipulation critical data and information with narrow margins for error. Policy and Service Development Implementation Required to follow organisational policies and implement policies in relation to IT systems. Support with the development of clear documentation for use by other members of staff including customers. Ensure all documentation relating to IT services are complete and fit for purpose. Responsibility for Financial/Physical Resources Be responsible for the safe use of IT hardware and software. Liaise with external agencies, suppliers and contractors for support purposes. Support the evaluation and procurement of suitable IT hardware and software. Responsibility for Human Resources Assist in supervising and training of junior members of staff and apprentices as required. On occasion the post holder may be required to work unsociable hours to support and/or enable the delivery of key programmes or projects. Responsibility for Information Resources Responsible for maintaining all electronic and manual filing systems ensuring ease of access for retrieval, filing of data, records and documents on a daily basis. Ensure that a high level of accuracy is maintained in all information systems held by the IT team, for example the Asset Management System and documentation. Responsibility for Research and Development Supports the testing and adaption of IT systems and applications to enable service delivery. Will be required to work within standard operating procedures with a team leader available for reference.