ICT Service Desk Analyst

MCS Group; Ballymoney; On-site; GBP 22,000 - 30,000; Full time

Job summary

MCS Group is supporting a leading public sector organisation in Coleraine, Northern Ireland, to appoint an ICT Service Desk Support Analyst. You will provide first-line ICT support, handle incidents and service requests, and assist with hardware and software issues.

The role offers exposure to ITIL processes, service management activities and a busy ICT environment. ITIL knowledge is desirable and a full driving licence is required.

Qualifications

• Experience in ICT support, service desk environments or technical user support.
• Good understanding of ICT hardware and software.
• Familiarity with Windows and Microsoft Office applications.

Responsibilities

• Provide first-line ICT support to users, handling incidents, queries and service requests.
• Log, manage and monitor ICT incidents and service requests and progress them within SLAs.
• Provide guidance to users with hardware, software and ICT issues.
• Follow up on outstanding incidents to ensure timely resolution.
• Assist with installation and support of hardware and software.

Skills

ICT support experience

Windows & Office

Service desk basics

Education

HND or ICT qualification

ITIL Foundation

Job description

ICT Service Desk Support Analyst - Band 4

Ready to take the next step in your ICT career?

MCS Group are proud to be supporting a leading public sector organisation in their search for an ICT Service Desk Support Analyst. This is an excellent opportunity for someone with experience in ICT support, service desk environments or technical user support who is looking to develop their skills within a busy and varied organisation.

The Role:

As an ICT Service Desk Support Analyst, you will:

• Provide first-line ICT support to users, assisting with a range of incidents, queries and service requests.
• Log, manage and monitor ICT incidents and service requests, ensuring these are progressed and resolved within agreed timescales.
• Provide support and guidance to users experiencing hardware, software and general ICT issues.
• Follow up on outstanding incidents and requests, helping to ensure they are progressed and closed in a timely manner.
• Assist with the installation and support of hardware, software and associated equipment.
• Work in line with established service management processes, procedures and service level agreements.
• Support the effective management of information security incidents and maintain appropriate levels of data security and confidentiality.
• Keep up to date with developments in ICT, hardware, software and service management practices.

The Person:

The successful candidate will demonstrate:

Essential:

• An HND or relevant third-level/professional qualification in an ICT discipline, together with at least 6 month's experience in an ICT-related technical role;

  OR

• At least 1 year's experience in an ICT-related technical role.
• ITIL Foundation certification, or an understanding of ITIL principles with a willingness to obtain the certification within 6 months of appointment.
• Relevant experience may include desktop support, technical support, user support, ICT service desk or first-line support.
• A current full driving licence valid for use in the UK and access to a car, subject to the provisions outlined within the role requirements.

The role will suit candidates who can demonstrate:

• Experience providing ICT support to users and dealing with a range of technical queries or issues.
• A good understanding of ICT hardware and software.
• Working knowledge of Windows and Microsoft Office applications.

What's in it for you?

• Opportunity to develop your career within a busy and varied ICT environment.
• Exposure to a broad range of technical support, service desk and ICT service management activities.
• Opportunity to develop your knowledge of ITIL, service management and wider ICT practices.
• A role offering valuable experience within a large public-sector organisation.
• Access to training and development opportunities to support your continued professional growth.

MCS Group is committed to Equality, Diversity and Inclusion for all, being the first recruitment agency in Northern Ireland to achieve Bronze Diversity Mark accreditation. If you have a disability which means you require a reasonable adjustment to be considered at any stage of the recruitment process, please contact us and we will endeavour to facilitate your request.