IT Service Desk Analyst

2 months ago

Northallerton, United Kingdom Nigel Wright Full time

**The Role**:
IT Service Desk Analyst - £24,576 to £29,331 + Flexi+ Blue Light Card + Govt Pension
As an IT Service Desk Analyst you will work within a small team to deliver incident management and request fulfilment.You will also support projects as directed by the line management, this may include field work and out of hours working.
- Raise and respond to IT service management cases, categorising against service level agreements.
- Provide input into the Service Delivery strategy and roadmap supporting the strategies of the organisation.
- Provide feedback to line management to ensure the service desk activities meet business needs.
- Identify opportunities to improve service transition lifecycle to support business requirements.
- Provide support to line management on all aspects of incident management and request fulfilment management.
- Contribute to the development and implementation of service support processes and compliance requirements.
- Promote a culture of knowledge sharing to assist the service desk capability with first time fix.
- Attend and actively participate in meetings, events, seminars, and training regarding service support services.
- Contribute to the knowledge library by creating knowledge articles.

**The person**:

- You must be educated to higher education level in a relevant discipline or have experience in an IT service desk function within a busy multidisciplined IT service.
- You will have knowledge of incident and request fulfilment processes with a good attention to detail.
- You will be analytical with good problem solving skills.
- A good communicator with excellent customer service skills able to form effective working relationships.
- You will hold a valid driving licence.
- You will have experience of public sector, ideally in an emergency services setting.
- Ideally hold an ITIL qualification or experience in a Service Desk function in a regulated environment.

**The Organisation**:
My large public sector client has recently gone through significant restructures in the way it provides technology and services to the business. The vision is for a more strategic collaboration that can deliver genuine change, focussing on outcomes for thepublic.The vision will implement and embed a new operating model for IT Services, facilitating a shift from reactive service delivery to proactive IT business and technical service solutions, continuous service improvement and measurable outcomes.Thisrestructure has created multiple roles across the department as well as increased demand on service delivery.

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