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IT Service Desk Analyst
4 months ago
IT Service Desk Analyst (Inside IR35)
Contract Term: 6 Months
Contracting Authority: Department for Transport
Location: Southampton
"CTC/SC/DV Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks"
Transport matters and what we do at the Department for Transport matters. Click here to find out more about working for DfT and its agencies. We are different people, one team.
As a IT Service Desk Analyst your main responsibilities will be:
- The IT Support Analyst works within the IT Service Desk function providing IT Support for all departments within the Maritime and Coastguard Agency's to assist with and resolve IT faults and incidents as quickly as possible.
- The IT Support Analyst will provision IT requests, guidance and advice to colleagues and customers with regards any questions raised (within expected targets) and partake in technical support across activity across multiple diverse systems, devices and processes in order to retain optimum service and viability of systems to all MCA colleagues.
- They are the first point of contact for receiving telephone calls, managing live chats and facilitating customer walk-ups or bookings to the team. All key information is captured in the IT Service Management tool, with findings documented and shared to encourage continued learning across the teams.
You'll have relevant experience in:
- Manage IT incidents and Service Requests through to resolution within agreed target timeframes.?
- Provide first line response and resolution to internal and external customer incidents and queries (by phone, email, chat, in person and more) for all IT systems and devices.
- Capture and update call information to a high standard within the IT Service Management tool.?
- Uphold excellent customer service skills with enthusiasm and energy.
- Create, maintain, review and share knowledge documentation.?
- Form and maintain strong stakeholder rapport.
- Remain technically adept with IT platforms, equipment, and the many vital IT applications used.
- Contribute to and partake in high priority incident management activities.
- Configuration, packaging, and distribution of IT equipment to customers.
- Capture frequent and quality data updates to key system information (including systems and devices).
- Provision of key communications to the Agency and it's customers.?
- Support the delivery of continuous improvement and innovation for the IT Support Team.?
- Support the management of the IT Support Team with other queries as required.?
