Service Desk Support Analyst

  • Category
    Technology - Infrastructure & Support
  • Location
    Worcester, Worcestershire
  • External Reference

Service Desk Analyst

£19,934 - £21,861 + Benefits

Are you looking to be part of a exciting newly in-sourced IT team?

If you are looking to join a large well known business based in Worcestershire, to be part of a team that are responsible for keeping the IT services running smoothly please read the below Job Description.

Purpose of job:
To provide an effective, professional and customer focused ICT Service Desk service ensuring that all customer incidents, requests and queries are captured and progressed swiftly, focusing on first time fix when possible which meet customer needs and expectations as agreed in the corporate Service Level Agreement.

Main Activities & Responsibilities:
*To record, categorise, monitor and resolve incidents and service requests to ensure that operational problems are resolved as quickly as possible, reducing their impact on the organisations service delivery.
*To provide help and guidance to users, including routine training in the normal usage of systems, products and services, to ensure systems are used effectively and efficiently and to maximise the businesses return on its technology investments.
*To monitor the adoption of the Organisations information security, data protection and usage policies, reporting any breaches to ICT Services' management, to ensure the confidentiality, integrity and availability of the Council's information assets.
*To manage the configuration of mobile phones including smart-phones and to resolve any associated user issues.
*To ensure that all Configuration Management Database (CMDB) information is captured and that the Service Desk System is updated appropriately to enable the ICT Service to make appropriate plans and to implement change management effectively.
*To ensure that the Software Asset Management system is updated appropriately with new and deleted hardware CIs to enable the ICT Services to be compliant with the licences of software.
*To perform any other duties relevant to the role as required

Badenoch and Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch and Clark UK is an Equal Opportunities Employer.

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