Service Desk Analyst
3 days ago
Do you have experience of working in an IT Service Desk team operating within an ITIL framework? Do you enjoy building effective working relationships with staff at all levels, and work collaboratively with a range of people?
If so, this could be your next step as an exciting opportunity has arisen for an experienced Technical Service Desk Analyst.
*The Important Bit*
Base Location: Bradford
Contract Type: 6 months FTC
**Salary**: £24,285 - £26,396.00 per annum pro rota DOE
Working hours: 36.25 hours per week (Monday to Friday) - fully office based
This role will be responsible for delivering a professional high quality service focused on desktop and end user computing solutions.
Key responsibilities include support for desktops, laptops, mobile & handheld devices together with all Audio / Visual facilities.
Main Duties & Responsibilities:
- Provide first line support to all users across the organisation, logging all Incidents and Service Requests accurately, resolving issues to the agreed SLA's.
- Prioritise and categorise Incidents and Service Requests swiftly, triaging and escalating them to the appropriate resolver group when necessary.
- Manage end-to-end Incidents and Service Requests reported by users, achieving first time fix where possible.
- Day to day use of the ServiceNow system, including the logging of incidents requests and problems from whatever source, e.g. telephone, web, electronic mail; resolving or forwarding jobs to the appropriate individual within IT Services technical teams.
- Using ITIL disciplines to manage incidents problems and root cause analysis of newly reported incidents.
- Researching problems and identifying training requirements for staff.
- Providing advice and guidance to students and staff on the use of IT systems and software translating technical information into easily understood language.
- Resolution of incidents and service requests.
- Training of other service desk and technical staff on technical problem resolution.
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