Service Desk Analyst

2 weeks ago

Edinburgh, United Kingdom Incite Insight Full time

**Service Desk Engineer / Analyst**

Our client is collaborative in our common purpose to improve people’s lives through expert healthcare, social care, and life sciences. Everything we do is powered by people. From the expertise of our people to our long-standing client relationships, we areproud to be a company that’s committed to the human side of business.

**Role Purpose**:
The Service Desk Analyst role is within the Service Desk and part of the wider Delivery Services team in the Technology & Transformation division. The role reports to a Team Leader.

The analyst will follow ITIL best practices and processes to delivery exemplary services to our customer via both verbal and non-verbal communications. They will take full ownership of "user lifecycle" requests received from customers and ensure these areaccurately entered into ServiceNow to a high standard enabling great central reporting and trend analysis of support requirements. Demonstrating exemplary communication skills providing clear expectations in an open, honest, respectful and fair manner. Theywill demonstrate strong administrative skills and attention to detail during the creation, modification, disabling and deletion of end-user accounts as part of the new starter, transfer and leaver process.

The analyst will also help keep processes current by regularly reviewing these and updating them in accordance with changes or identified improvements; By doing so ensuring the regular audit of accounts and IT systems produce near zero discrepancies.

The analyst will provide extraordinary customer service and therefore contribute to customer satisfaction scores while also providing support of a high standard by triaging incidents (when required) and systematically following processes for both incidentsand requests to minimise impact to our customers.

**Responsibilities**:
Process all such requests as per documented procedures to ensure:
1. All new starters are enabled with correct accounts and receive their IT equipment before their first day.

2. All transfers are processed to ensure IT access requirements are changed to reflect their new role and any equipment no longer required is returned.

3. All leavers are processed to ensure accounts are disabled in a timely fashion and equipment is returned. Flagging with the People team when equipment has not been returned to ensure cost recovery of assets.

Demonstrating good attention to detail by following all audit processes including hardware, software and user lifecycle accounts ensuring customers have the appropriate access to products, tools and services.

Fulfilling request tickets (e.g. new starters, transfers, leavers, access requests etc) that have either been assigned directly to you, received directly from customer interactions or picked up from the unassigned queue. Providing a first-class service completingrequests to high standard, within SLA, updating tickets and keeping the customer informed.

Processing requests for IT equipment to ensure these are correctly approved, purchase orders are raised and subsequently ordered using our preferred suppliers.

Creation of standard and ad-hoc reports across a range of systems to provide team leaders and managers with data to make decisions.

Following documented incident management processes and procedures in the lifecycle of an incident. Executing 1st line triage and analytical skills to identify, log and resolve incidents to minimise impact to our customers.

Assist in the identification and information gathering for problem tickets.

Taking ownership for project tasks assigned to you. Keeping both your line manager and project manager regularly updated on progress and any scheduled commitments to tasks that may impact project tasks, requests and/or incidents. Delivery of agreed taskswithin time and scope.

Maintain an awareness of scheduled changes and how these changes will impact customers. Keeping the change owner aware of any unanticipated impacts to customers to enable swift remediation and minimise impact to others.

Documenting and maintaining standard processes and procedures. Updating knowledge base articles.

Following asset management processes and procedures in the lifecycle of an asset. Ensuring asset details correctly reflect the status of said asset. Changing asset details/status as appropriate when handling assets.

Maybe required to travel to other offices to provide support.

Support cover required during core business hours.

Completion of any ad-hoc tasks that may be assigned from time to time.

**Required qualifications and experience**:

- GCSE/A Level or equivalent
- A minimum of 18 months in a similar role
- Excellent customer service skills
- Excellent verbal and written communication skills
- Excellent 1st line troubleshooting skills
- Good documentation skills
- ServiceNow or similar ITSM Ticketing System
- IT Hardware (computer, monitor, scanner, printer)

**Desirable qualifications and experience**:

- NVQ or equivalent in IT
- Degree
- CompTIA A+/ Network+
- MCP
- ITIL 3/4
- Customer Services NVQ or equivalent
- IT Hardware (computer, monitor, scanner, printer)
- Computer imaging, configuration & profiling
- MS Teams
- Mimecast

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