Service Desk Analyst – Service Delivery Team
About Us: Join our dynamic Service Delivery Team within Digital Services. We are committed to delivering proactive and agile services that enhance the efficiency and effectiveness of our council’s operations. We are looking for a motivated and skilled Service Desk Analyst to provide first-line support, ensuring that our digital services meet the highest standards of excellence and user satisfaction.
Key Responsibilities:
- 1st Line ICT Support: Serve as the initial point of contact for ICT-related issues. Providing timely and effective technical support to council staff and external partners ensuring high levels of user satisfaction and adherence to SLAs.
- Service Desk Management: Utilise the Service Desk Management Tool to accurately log, monitor, and resolve incidents and service requests. Prioritise and ensure first contact resolution where possible, escalating more complex issues to higher-level technical teams.
- Incident Ownership: Take responsibility for assigned incidents, conducting necessary research and collaborating with the Service Delivery team to achieve resolutions. Maintain ownership throughout the process, ensuring that users are kept informed of the status of their queries.
- Knowledge Management: Develop, maintain, and update knowledge articles, ensuring they are accurate, relevant, and easily accessible to the team. Contribute to a continuously improving knowledge base for resolving common issues.
- Trend Analysis and Escalation: Monitor and escalate unusual trends in incidents to the Service Desk Team Lead to facilitate timely and effective resolution, contributing to overall service improvement.
- Flexible Support: Support various operational activities within the Service Delivery function, contributing to projects and initiatives as required, while ensuring compliance with defined standards.
Qualifications and Experience:
Essential:
- Experience in an IT environment, particularly in providing support for critical systems and solutions.
- Experience in ICT 1st and 2nd line support functions, with strong technical knowledge for resolving ICT issues.
- Experience in using a Service Desk Management Tool to record, monitor, and resolve incidents.
- Strong problem-solving skills with the ability to critically analyse and evaluate complex data, make recommendations, and present findings.
- Excellent communication skills, capable of effectively advising and influencing both technical and non-technical stakeholders.
Desirable:
- Experience in advising non-Digital Services colleagues and presenting reports or business cases.
- Knowledge and experience in developing and maintaining knowledge articles and conducting research for technical problem resolution.
- Familiarity with ICT systems used across the council, with a focus on promoting change and enhancing service delivery.
Personal Attributes:
- A strong commitment to high levels of customer service, promoting a ‘Customer First’ culture within the team.
- Excellent interpersonal skills, with the ability to build relationships.
- A collaborative mindset, with a commitment to continuous improvement and staying up to date with emerging developments in ICT.
Education and Certifications:
- Relevant degree or equivalent recognised ICT qualification, or significant relevant experience in a similar role.
- ITIL 4 Foundation certification or equivalent experience, with a willingness to work towards further qualifications.
- Desirable certifications include CompTIA+
Provisional Interview Date: Week commencing 07 April 2025
