Senior Service Desk Analyst

Venesky-Browns client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.

Responsibilities:

- Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLAs, OLAs and Service schedules are met.
- To ensure that appropriate information is produced about each service for analysis.
- To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
- Responsible for the administration of the Configuration Management Database.
- Ensure that all configurations of all assets associated with each service are registered and managed.
- Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
- Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.
- Involved in setting up the Service Management wrap for any new developments/projects.
- Responsible for highlighting any risks associated with the Change Process.
- Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
- Maintain and develop the implementation of service Management methodology (ITIL).
- Deputise for the Service Desk Team Leader
- Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
- Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
- Liaise with other staff across the organisation either informally or in meetings as appropriate.
- Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.
- The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
- The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
- Formal line management reporting for the post-holder will be to the Service Desk Team Leader
- Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
- The postholder is also responsible for working with Standard Operating Procedures.
- Contributes to and comments on new procedures.
- Treat organisation assets and equipment with care with a view to extending life and avoiding waste.
- Responsible for updating E-KSF tool with own PDP.
- Support the development of specific projects involving service management, liaising with senior colleagues as required.
- Work with users and providers to ensure that the information provided/received will meet their needs.
- Identify ways to improve existing systems in terms of quality, timeliness and reliability of data.

Essential Skills:

- Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area
- Commitment to continuing professional development for self and team members
- ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
- Good general knowledge of common hardware and software applications including but not restricted to:
- Common email systems and protocols
- Domain Name Service
- Active Directory System
- Authentication principles
- Understanding of inter-relationships between aspects of IT infrastructure and service support requirements
- Experience of working in a technical support role and proven experience in the development and support of IT systems

Desirable Skills:

- Knowledge of ITIL strategy
- Experience of working in a Public Sector environment

If you would like to hear more about this opportunity please get in touch.
TPBN1_UKTJ