Service Desk Analyst

Description:

Service Desk Analysts required for a Public sector organisation

Onsite / 12 month contract

ServiceDesk are responsible for managing the first- and second-line technical support for all IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment. Responsible for ensuring support for existing and emerging information and communications technology services, including providing technical advice to project teams. A service desk analyst interacts with customers.

At this level, they will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to management. Typical Skills: Track, log and correct information to protect assets and components. Know about developing process efficiency and common ways in which processes are optimised, spotting or identifying obvious deficiencies. Resolve user requests to a minimum of the agreed service level agreement, empathising with the end user. Own an issue until a new owner has been found or the problem has been mitigated or resolved. Produce relevant reports in a standard format in an agreed timeframe, adding a commentary that provides an interpretation for the data set. Know about the subject matter and have an understanding of what it involves. Have an awareness or understanding of user experience analysis and its principles.

Skills - Excellent organisational and time-management skills, Strong attention to detail, Excellent verbal and written communication skills.

Security clearance will be required so must be happy to be vetted if not already cleared