Service Desk Analyst

Lorien; Bedford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a full-time Service Desk Analyst to provide first line support for ICT incidents and manage user lifecycle. The role involves ensuring high customer satisfaction, mentoring staff, and maintaining service quality. Ideal for those looking to enhance their skills in a supportive environment.

Qualifications

• Provision of first line support for ICT incidents.
• Manage user, software, and asset lifecycle management.
• Provide mentoring to less experienced support staff.

Responsibilities

• Ensure support meets defined service level agreements.
• Progress incidents against key performance indicators (KPIs).
• Create and maintain knowledge articles.

Skills

Customer Service

Incident Management

Project Management

Mentoring

Job description

Direct message the job poster from Lorien

• Provision of first line support for all ICT incidents, requests, and changes across all communication channels for the Council, its elected members, shared services, and partner agencies.
• Ensure support provided meets all defined service level agreements.
• Manage and support the provision of user, software, and asset lifecycle management.
• Ensure resources are utilised effectively and deliver a quality service with the best value for the Council and customers.
• Progress incidents, requests, and changes against key performance indicators (KPIs).
• Project manage, under the supervision of the Service Desk Lead, relevant projects with a hands-on approach.
• Handle all interactions with users efficiently and courteously.
• Maintain a professional standard of support to ensure high customer satisfaction.
• Handover to Support Process (HOTS).
• Ensure systems transitioning from projects to support are handed over with sufficient documentation.
• Monitor the status of key systems provided by Technology proactively.
• Provide mentoring and guidance to less experienced support staff.
• Continuously improve skills within the support team.
• Create and maintain high standards of knowledge articles that are easily accessible.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Analyst

Industries

• Government Administration and IT Services and IT Consulting

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