JOB DESCRIPTION



|JOB DESCRIPTION |

|JOB TITLE: |IT Service Analyst |

|REPORTS TO: |IT Service Delivery Manager |

|DEPARTMENT: |IT |LOCATION: |Hull |

|PURPOSE |

|The position of IT Service Desk Analyst is based at the Hull office, but occasional travel to the London or Leeds offices may be |

|required and the initial training period will be based in Leeds. |

| |

|The IT Service Desk Analyst provides first and second level support (including application support) through taking calls and handling |

|the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service |

|Desk objectives. |

| |

|This position is a business facing role, and requires that you establish and manage business expectations whilst ensuring delivery of |

|high quality service to meet business needs. |

| |

|KEY RESPONSIBILITIES; |

|This does not set out every responsibility but provides an overview of the main areas of responsibility. |

| |

|Service Management |

|Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and |

|delivering the best solution to meet their needs |

|Perform remote troubleshooting through diagnostic techniques and pertinent questions |

|Walk the customer through the problem-solving process and direct unresolved issues to the next level of support personnel |

|Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal |

|team |

|Identify and suggest improvements to processes / procedures |

|Maintain system documentation, sharing relevant knowledge with peers and the broader IT team |

|Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation / |

|workflows / appropriate tools to improve the value for money, availability, serviceability and security of IT Services. |

|Manage own performance against agreed metrics & measures |

| |

|Technical |

|Serve as subject matter expert on key applications in use across the Group |

|Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking |

|ways to improve where appropriate and possible |

|Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate |

|Assist in the mantenance of standards for hardware, software and security in the desktop environment |

|Review Monitoring and Management of the desktop and applications.  |

| |

|Performance & Quality |

|Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner |

|Deliver to team and individual KPI / Metrics |

|Seek opportunities to grow technical knowledge both by formal and informal means |

|Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with |

|other teams to ensure effective dialogue between departments |

| |

|Personal Qualities |

|All the following skills are essential: |

| |

|Proven experience in a customer support role with demonstrable ability to diagnose and resolve basic to moderate technical issues |

|Good verbal and written communication skills. |

|Strong analytical and problem-solving skills. |

|Good understanding of computer systems, mobile devices and other tech products |

|Ability to meet tight deadlines and targets, work under pressure, organise own time and prioritise workload |

|Able to demonstrate a high degree of flexibility (including shift and out of hours working when required) |

|Able to manage sensitive and sometimes confidential information |

|Proficiency with all MS Office products, specifically Word, Excel, Outlook and PowerPoint. |

|Tech savvy with working knowledge of office automation products, databases and remote control software |

| |

|Demonstration of several of the following skills is beneficial: |

|Experience of working on a busy service desk / Call centre |

|An understanding of service desk metrics |

|An understanding of ITIL best practice |

|Ability to prioritise workload based or impact and urgency of the tasks at hand |

|Experience of case management and workflow systems. |

|Experience of legal, conveyancing or banking sectors. |

|Experience of working with ISO27001 including developing, documenting and implementing information security policies. |

| |

|QUALIFICATIONS |

|N/A |

| |

|BASIS OF EMPLOYMENT |

|Full time |

|Initial probation period of 3 months |

Employee Signature ……………………………………………… Date ……………..

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download