IT Service Desk Analyst

IT Service Desk Analyst

Location: Harrogate

Start Date: end of July

IR35 Status: Inside IR35 – via Umbrella

Pay Rate: £140p/d

JOB SUMMARY

Provide support to users of IT systems and services in the organisation, including receiving and resolving requests for support and providing where appropriate, some technical fault diagnosis, advice and guidance.

Support the use of hardware, software and telecommunications in an organisation, including:

providing high level onsite and remote IT technical liaison, support and network administration to computer users across the full lifecycle of incidents and problems;

close working with all teams within the IT function and throughout the wider organisation;

ensuring a quality client-focused service is delivered to users;

provide first line support to users of IT systems and services within the organisation

DUTIES AND RESPONSIBILITIES OF THE POST

Answer Service Desk telephone calls promptly, recording all new incidents using the minimum data set, and updating existing incident records with any new information received.

Categorise and prioritise incidents and service requests according to procedures and guidelines

Provide first line support where able, resolving incidents at first point of contact, using remote support tools where applicable to achieve this.

Assign unresolved Incidents to the appropriate specialist group.

Monitor and track all incidents and service requests, ensuring incidents are resolved within service level targets.

Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.

Escalate major incidents to the IT Support Team Leader, and contribute to major incident reviews where appropriate.

Identify multiple instances of incidents of a similar nature, and refer to the IT Support Team Leader where appropriate

Record appropriate resolution details in the service management software, selecting the relevant resolution categories

Perform a manual closure on a random sample of ‘resolved’ incidents on a weekly basis, ensuring the customer is satisfied with the resolution and the service provided before closing the record.

Perform basic active directory administration duties, including password resets, account creation, adding new permissions, and updating contact details.

Perform basic email administration duties, including mailbox creation, updating email distribution groups, unlocking NHS Mail accounts, and password resets.

Perform basic RA Local Smartcard Administrator duties

Provide guidance and training to new starters or less experienced Service Desk staff.

Undertake any additional duties that may be defined by the IT Support Team Leader

If you have the skills required, apply now