Senior Service Desk Analyst

  • Job Reference: 133653856-2
  • Date Posted: 24 January 2020
  • Recruiter: Anonymous
  • Location: Basildon, Essex
  • Salary: On Application
  • Sector: I.T.
  • Job Type: Contract
  • Work Hours: Full Time

Job Description

Receives and logs requests for support from the help desk, other service delivery staff and/or users
*Responds to complex technical Incidents and Requests logged by the Service Desk, or other IT teams and take appropriate action within defined limits of responsibility or area of specialism to deal with processing priorities. Accept escalations and initiate second-line support action, personally resolving the majority of referred Incidents and Requests in a timely manner
*Following agreed procedures, carry out routine configuration/installation and provide sufficient information for reconfiguration of hardware and software. Undertake installation, removal, upgrading and repair of equipment. Provide input into project/programme related IT purchases of suitable hardware and software
*Investigate, diagnose and resolve low impact network problems within Service Level Agreement tolerances, then escalate to internal network support, or external suppliers, as necessary
*Actively monitor Incident trends to help identify Problems occurring in the IT Infrastructure, gathering as much pertinent technical information and impact analysis data as possible then escalate in a timely manner through the SLR Senior Technician and/or the Customer Service Manager into the Problem Management process for diagnosis and recovery
*Respond to (and escalate where required) all Incidents and Requests with accuracy and urgency to ensure resolution within defined Service Level Agreements
*Escalate to and liaise with 3rd line support and 3rd party external support organisations for Incidents and Requests which SLR are unable to resolve themselves
*Liaise with other parts of the IT Department to request support for the technicians
*Take the lead technician role on designated IT related projects, e.g. relocation of staff / departments
*Within own area of competence investigates issues and other requests for support and determines appropriate actions to take
*Monitors progress of requests for support and ensures that users and other interested parties are kept informed
*Provides assistance and feedback to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome
*Following agreed procedures, provides advice to users on systems, products and services which are available to them
*Familiar with System software which controls activities such as input, output, resource allocation, and error reporting, within the operation of a computer configuration
*Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents
*Sharing knowledge and skills with other staff, including acting as a mentor and trainer to junior staff
*Propose and implement changes to policy and service development
*Participate in the 'Out of Hours' IT support staff On-Call rota as required