Job summary
We are looking for a passionate and dedicated ICT Service Desk Analyst to provide a friendly,
customer focused ICT Service Desk facility and technical support service.
The successful applicant will demonstrate an enthusiastic attitude to their work and to working with
others to resolve problems. If you can think on your feet, are good at troubleshooting and enjoy
problem solving then this is the perfect opportunity for you.
This position is offered as a six-month fixed-term contract, with the possibility of transitioning into a substantive permanent role upon successful completion.
Main duties of the job
The ICT Service Desk Analyst role provides a friendly, customer focused
ICT Service Desk facility and technical support service.
This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.
About us
As a growing company, Innovate has a range of benefits and
opportunities to enable individuals to grow and experience a range of new
challenges. Innovate has a commitment to develop staff and provide a
supportive work life balance. Innovate is a staff led company, with a
mission to provide the best technology solutions and support to our Trusts.
At Innovate, we recognise the benefits of transferable skills and
a desire to learn. We encourage anyone who is interested in this role to get in
touch, even if you do not meet all stated criteria.
Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Job description
Job responsibilities
To provide instruction and advice to systems users via the
telephone and remote support software to encourage self-help
and minimise the reoccurrence of service desk incidents.
To ensure that all incidents raise via the ICT service desk system
are accurately and clearly recorded.
To triage, categorise and prioritise all incidents presented via the
employee self-service portal
To analyse, prioritise and assign incidents to resolver groups,
management and third parties, in accordance with defined ICT
service desk procedures and policies.
The ability to deal with initial complaints sensitively, avoiding
escalation wherever possible
To employ excellent communication skills particularly when
communicating complex ICT related information within own peer
groups as well as to non-technical staff & customers.
To ensure that all changes to systems user accounts, or user
access rights, are accurately managed and recorded in the service
desk ticket management solution.
Ensure that all incidents are monitored according to the
appropriate SLA or Support Agreement and that concerns are
escalated as necessary.
Be able to communicate at all levels of the organisation including
where there may be communication difficulties, either on the
telephone or face to face, and be able to calm difficult situations
Job description
Job responsibilities
To provide instruction and advice to systems users via the
telephone and remote support software to encourage self-help
and minimise the reoccurrence of service desk incidents.
To ensure that all incidents raise via the ICT service desk system
are accurately and clearly recorded.
To triage, categorise and prioritise all incidents presented via the
employee self-service portal
To analyse, prioritise and assign incidents to resolver groups,
management and third parties, in accordance with defined ICT
service desk procedures and policies.
The ability to deal with initial complaints sensitively, avoiding
escalation wherever possible
To employ excellent communication skills particularly when
communicating complex ICT related information within own peer
groups as well as to non-technical staff & customers.
To ensure that all changes to systems user accounts, or user
access rights, are accurately managed and recorded in the service
desk ticket management solution.
Ensure that all incidents are monitored according to the
appropriate SLA or Support Agreement and that concerns are
escalated as necessary.
Be able to communicate at all levels of the organisation including
where there may be communication difficulties, either on the
telephone or face to face, and be able to calm difficult situations
Person Specification
Experience
Essential
- Previous experience in a customer facing role.
What we are looking for in our people
Essential
- Excellent problem-solving skills
- Some hardware & software installation troubleshooting knowledge
- Excellent customer service and people skills
- Someone who is able to communicate well with others, adapting their approach appropriately to suit individual circumstances
Desirable
- The ability to prioritise tasks and workload
- An enthusiastic attitude to their work and working with others to resolve problems
- The ability to work as part of a team, sharing knowledge and experience to support the growth of others
- Someone who demonstrates a willingness to use alternative approaches, who can follow instruction, and who is receptive to changes in working practices
- A passion for personal development and wanting to progress their career
- Excellent attention to detail
Qualifications
Essential
- GCSEs (including Maths and English) level 4-9 (A*-C)
Desirable
- Previous experience in a similar role and/or relevant IT qualification
Person Specification
Experience
Essential
- Previous experience in a customer facing role.
What we are looking for in our people
Essential
- Excellent problem-solving skills
- Some hardware & software installation troubleshooting knowledge
- Excellent customer service and people skills
- Someone who is able to communicate well with others, adapting their approach appropriately to suit individual circumstances
Desirable
- The ability to prioritise tasks and workload
- An enthusiastic attitude to their work and working with others to resolve problems
- The ability to work as part of a team, sharing knowledge and experience to support the growth of others
- Someone who demonstrates a willingness to use alternative approaches, who can follow instruction, and who is receptive to changes in working practices
- A passion for personal development and wanting to progress their career
- Excellent attention to detail
Qualifications
Essential
- GCSEs (including Maths and English) level 4-9 (A*-C)
Desirable
- Previous experience in a similar role and/or relevant IT qualification