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ICT Service Desk Analyst
2 months ago
Job Summary
The Independent Office for Police Conduct is seeking a highly skilled ICT Service Desk Analyst to join our team. As a key member of our ICT Support Centre, you will be responsible for providing technical support to our staff and ensuring that our ICT services are delivered efficiently.
Main Responsibilities
- To work with outsourced ICT service providers to ensure that incidents are resolved promptly, recurring problems are escalated, and ICT services are efficiently delivered.
- Ensure all support requests are handled and triaged effectively.
- React to alerts from monitoring systems within Service Level Agreements (SLAs).
- Escalate/triage issues where necessary.
- Contribute to policies, processes, and procedures.
- Administer all ICT user account profiles, application, and system access, ensuring all users have authorized access to relevant information and systems according to their role and responsibility.
- Provide end-user support for ICT equipment and infrastructure in our offices and key applications such as Microsoft Office and line-of-business applications.
- Maintain the Configuration Management Database (CMDB) and ICT asset registers are current, status accounted for, and fit for purpose, with reporting available when required.
- Maintain and update a knowledge base, ensuring relevant information is available for all users when required.
- Support refresh and change projects related to the ICT infrastructure and end-user device portfolio, including user acceptance testing and cutover activities.
- To undertake any other ICT administration duties as may be assigned from time to time, commensurate with the level and responsibilities of the post.
Working Hours
The successful candidate will be required to work a rotating shift pattern, covering the hours of 08:00-16:00, 09:00-17:00, and 10:00-18:00, on a weekly basis or as and when needed.
Person Specification
- Microsoft Office 365 cloud services
- Microsoft Azure cloud services
- Microsoft Outlook email
- Citrix XenApp thin client
- InTune/Endpoint management
- Strong customer focus and experience of building good working relationships with stakeholders and end-users
- Experience supporting various end-user devices utilizing appropriate management tools such as Microsoft Active Directory and Mobile Device Management systems
- Experience of providing remote end-user support across a range of desktop environments and office applications
- Knowledge of shared WiFi, VPN, LAN, and WAN technologies
- Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles
- Experience of working in a secure environment
- Working knowledge of one or more of the IOPC's corporate applications such as SharePoint or HP Records Manager
- Awareness of the legal issues relating to IS/IT Data Protection, Freedom of Information, and Computer Misuse Acts, copyright, intellectual property rights, GDPR
- Ability to undertake system administration and access control for the IOPC's systems
- Good administration skills
- Ability to work as part of a team
- Excellent written and oral communication skills
- Positive can-do attitude and flexibility of approach
- Knowledge of IT Service Management (ITSM) tools such as Freshservice/Service Now
- Reporting and trending experience in ITSM tools
- Experience of adding announcements for all staff with updates on maintenance/outages
- Experience of creating and associating parent/child tickets in times of major outages
- Experience/knowledge of automating tasks/processes
- ITIL Foundation Certification or willingness to work towards it
