Department: IT

Reports to:

Service Desk Team Leader

Hours of work:

35 / week (shift working, covering Mon – Fri, 08:00 – 18:00)

Level:

Analyst (hands-on)

Main purpose of Role:

The Service Desk Analyst is part of the team that provides 1st and 2nd line support of The company I.T landscape, encompassing Midrange (AS/400), Wintel Server and Desktop environments, as well as the complex network and telephony infrastructure.
The team, comprising 6 staff, has responsibility for supporting 2 multi-partition iSeries AS/400 systems, approximately 200 Windows based Servers and a mix of over 2000 Desktop, Laptops and Thin Clients, which support the business across multiple locations.
The Voice and Data network infrastructure links the company’s multiple locations, and is critical to the day-to-day operation of the Business.
The team is required to answer and log user queries and service change requests, providing resolution to simple and intermediate issues, and passing more complex problems to the relevant 3rd line support teams.

Scope of Job / Key Accountabilities:

Ensure that tasks and Service Desk issues are prioritised and resolved in accordance with business requirements.
Ensure that the Service Desk system is kept up-to-date with regular and meaningful commentary on progress and resolution.
Ensure that Service Desk calls are answered promptly and logged accurately.
Resolve simple and intermediate issues, minimising the number of problems passed to 2nd and 3rd line support teams.
Provide regular status updates to the Service Desk Team Leader of “Priority 1” issues, and ensure that once resolved, dated follow-up actions are planned and implemented.
Assist with the creation and maintenance of support documentation and procedures, and ensure that they are adhered to.
Ensure that handover documentation is completed and passed to 3rd Party out-of-hours service provider by 18:00 each day.
Ensure that handover documentation is returned from 3rd Party out-of-hours service provider at 08:00 each day, and that any significant issues that have occurred out-of-hours are being managed to resolution.
Assist with user account creation and deletions, according to the relevant processes.

Skills / Experience:

Ability to multi-task in a fast-paced environment.
Ideally, current hands-on technical knowledge of at least one of: Wintel (Desktop or Server), AS/400 environment, LAN/WAN or Voice Telephony.
Ideally, experience in problem tracking, incident management and change management processes and systems pertaining to the operation of an ITIL-compliant Service Desk.
Excellent verbal communication skills at all levels.
Written communication must be clear, accurate and professional.
Ability to interface with the Business, as well as 3rd party service providers. Key Competencies / Skills: Customer focus.
Gravitas / Credibility.
Calm under pressure.
Analytical thinking. E
xcellent Communication skills – verbal and written.
Teamwork.
Integrity / Confidentiality.
Commercial awareness.
Personal effectiveness.
Quality focus.
Flexibility.