Service Desk Analyst

Job Details

London borough of Havering are looking for an Service desk analyst to 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,

  1. Ensure delivery of a high-quality customer focused user experience, including fit for purpose systems, and high standards of access, availability, usability, usefulness, and excellent standards of service.
  2. Deliver, implement, and support others to ensure that the Council’s values and practises always meet our objectives for security, financial prudence and transparency, inclusion, and sustainability.
  3. 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.
  4. Actively contribute to Council-wide and directorate initiatives that will achieve and implement the Council’s priorities and corporate objectives and meet the user needs of Havering and Newham residents and businesses.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. 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.
  11. Resolve more complex incidents and user problems taking ownership and being accountable for satisfactory resolution

Payrate: £24.24 umbrella