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 ……………..
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