IT Service Desk Analyst

3 months contract with an East London based Local Authority

Job Summary:

Provide prompt and effective technical support for all aspects of personal computing to users across the Council through resolution of incidents and service requests in line with agreed service agreements ensuring minimal disruption / loss of service.

Ensure delivery of a highquality customer focused user experience including fit for purpose systems and high standards of access availability usability usefulness and excellent standards of service.

Actively contribute to the work of a multidisciplinary team so that all its members benefit from your core skills; promote the generous sharing of expertise and create opportunities for continuous learning and development.

Key Duties/Accountabilities:

Ensure that incident requests are handled according to agreed procedures and for unresolved incidents provide an effective interface between users and service providers supplying all necessary diagnostic information.

Register and categorise incidents making initial diagnosis of any problems and advising of known solutions where applicable or promptly allocating to other service areas as appropriate to enable speedy resolution.

Following agreed procedures provide advice to users on systems products and services which are available to them and assist users in making more effective use of desktop systems products and services.

Provide an effective interface between users and service providers including external commercial suppliers where applicable including documenting incidents progress checking and ensuring all diagnostic information is provided for error resolution and incident analysis.

Use sound judgement to set priority for resolution monitor progress and apply escalation procedures for unresolved incidents ensuring that documentation of supported components is available and accessible to all who need to use it.

Resolve more complex incidents and user problems taking ownership and being accountable for satisfactory resolution.

Ensure the security of information and information systems by encouraging and enforcing adherence to IT policies that ensure availability integrity authentication confidentiality and integrity.

Apply and maintain specific procedures and security controls as required by organisational policy and local risk assessments to maintain confidentiality integrity and availability of business information systems and infrastructure components.

Essential Experience Required:

Ensures that incidents are handled according to agreed procedures.

Prioritises and diagnoses incidents.

Investigates causes of incidents and seeks resolution. Escalates unresolved incidents.

Facilitates recovery following resolution of incidents. Documents and closes resolved incidents.

Contributes to testing and improving incident management procedures. Customer service support.

Acts as the routine contact point receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Assists with the development of standards and applies these to track monitor report resolve or escalate issues.

Contributes to creation of support documentation. Service level management.

Monitors service delivery performance metrics.

Liaises with stakeholders to help them plan for a deterioration in service.

Additional information to note:

On a rota basis and working with senior colleagues ensure the effective delivery of support to users including out of hours support where applicable for which additional payment will be offered.

The closing date for this position is Friday 17/03/2024.