Service Desk Analyst – 5190556

  • Per Hour
  • Location
  • Basis

Service Desk Analyst – £18.86 per hour umbrella – Watford – Contract initially 1 month, likely extension

Our client is looking for a Service Desk Analyst to join them on a temporary basis. You will be joining to work on and investigate incidents and underlying technical problems using technical and customer care skills to assist with agreed service levels.

* Provide a professional technical service through face to face, telephone, ticket based and or email communication to staff and partner organisations across all geographies and levels, promoting the brand or work ethos espoused.
* Carry out the fulfilment of service requests, adhering to Technology policies, processes, procedures, and as they apply to equipment orders and user access requests and provisioning.
* Take responsibility for incident management, to resolve technical (including complex) incidents, quickly and efficiently, within Service Level Agreement timescales and quality standards, providing recipients with advice and guidance.
* Maintain the Technology configuration management database through the accurate and timely input and updating of all calls, asset, resolution, and configuration information to ensure assets are controlled and maintained.
* Investigating and identifying trends, gathering evidence to support further investigation by the appropriate teams, through maintenance of the error database and upkeep of other appropriate documentation and to liaise with the support team as required.
* Process orders efficiently and expeditiously, ensuring payments match goods and services supplied, and deal with any subsequent queries. Working with IS colleagues and external organisations to coordinate the delivery of lines, equipment and services to new sites and their removal from closing sites. To act as the point of contact with suppliers and managing the delivery of equipment and services in liaison with other IS staff and users.
* Responsible for the user account administration tasks needed to set up staff who have transferred.
* Implementing IT changes, including carrying out routine maintenance and system management activities. Ensuring operational documentation is produced and maintained, providing training to other IS Staff as required.
* Maintain and be responsible for own professional development through research of recent and relevant developments in IT and use this insight to contribute to the continuous service improvement of the IT department and the technology it supports.
* Providing direction and guidance to less experienced IT staff to ensure the provision of a quality and effective service.
* Working collaboratively with stakeholders to provide the efficient, effective, and innovative use of IT within their functions, to improve the outcomes for children and young people and increase income generation.


* IS Support Qualification (MCP or A+)
* Previous service support experience
* Experience of service desk systems
* ITIL (desirable)

strgroup is acting as an Employment Business in relation to this vacancy.


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