Service Desk Analyst
3 weeks ago
Opus People Solutions is recruiting on behalf of North Northamptonshire Council for a 1st line service desk analyst.
Job Purpose:
To provide customer-focused service delivery through the IT Service Desk, including desktop services and asset management.
Key Responsibilities:
- Provide proactive customer support through system administration checks and tasks.
- Offer 1st line support, ensuring timely handover and liaison with 2nd line IT support and suppliers where necessary.
- Log and monitor all incidents received via various channels in a timely and accurate manner, using available technology and relevant policies and procedures.
- Effectively troubleshoot and identify the root cause of incidents and implement controlled changes.
- Ensure that calls and escalations are dealt with appropriately, according to customer and priority needs and call categories.
- Provide advice and assistance to customers and potential users of IT.
- Deliver IT inductions to new staff and set up new staff on NNC IT systems.
- Develop and maintain knowledge and skills, and keep up to date with new processes and procedures.
- Assist with the administration of Active Directory, Microsoft Cloud Services, endpoint security, and other systems as required, while maintaining accurate documentation to provide users with appropriate access to the network and maintain security standards.
Requirements:
To process your application, please apply now.
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