Job Details
- The Service Desk Analyst will provide day-to-day support via the service desk, to diagnose and resolve problems and provide advice to users of our key business applications.
- To fulfil standard requests using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes.
- Manage incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
- Provide remote assistance over the phone and advice to users through instant messenger and through the use of remote support tools such as Dameware.
- Assist with issuing and resetting passwords using agreed procedures to maintain system security.
- Proactively keep users informed throughout all stages of all processes by phone, email, and instant messenger.
- Encourage and support users to use self-service systems to log, update, chase, receive updates and cancel calls.
- Escalate calls to the First Line Manager, Second Line Support and Application Support as required.
- Receive alerts and monitor the availability and performance of ICT systems using tools including Solarwinds.
- Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests.
- Maintain accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
- Provide on-site support/training to users of the systems as required.
- Participate in team meetings, training, and other team activities.
- Participate in local IT development groups and other meetings as requested.
- Work with other team members, and business managers across the department to improve support to the business
- Undertake other duties commensurate to the grade of the post.
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- The service operates from 8am to 5.30pm so you will be required to work as directed within these hours according to the needs of the service.
- To use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner.
- To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager.
- To undertake training and constructively take part in meetings, supervision, seminars, and other events designed to improve communication and assist with the effective development of the post and post holder.
- To carry out duties and responsibilities in accordance with the council’s commitment to customer service excellence and ensure compliance with the customer care standards.
- To be committed to the Council’s core values of public service, quality, equality, and empowerment and to demonstrate this commitment in the way duties are carried out.
- To ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
- To carry out duties and responsibilities in accordance with the Council’s Health and Safety Policy and relevant Health and Safety legislation.
- At all times to carry out responsibilities/duties within the framework of the Council’s Dignity for all Policy. (Equal Opportunities Policy).
ayrate:£27.02 umbrella