IT Service Desk Analyst
Posted 2 weeks ago by Job Board - LinkedIn on Linkedin
Negotiable
Inside
Undetermined
Livingston, Scotland, United Kingdom
Venesky-Brown s client, a public sector organisation in Livingston, is currently looking to recruit an IT Service Desk Analyst for an initial 6 month contract with option to extend on a rate of c. 150- 180/day (Inside IR35). This role will be office based.
Responsibilities
Responsibilities
- Communicating with more senior staff on a planned and unplanned basis on the resolution of technical incidents using their communication skills to explain the cause behind technical incidents, the workarounds proposed or implemented and task status.
- Engaging with suppliers and contractors on technical issues impacting the IT services, ensuring that the information required to solve problems or mitigate risks is obtained and presented in a clear manner.
- To provide mentoring and support to less experienced/less technically competent team members/colleagues and support their development.
- Responsible for preparation and review of technical and/or non-technical documentation as required.
- Being a regular point of contact for customers who have reported faults and raised incidents and are looking for immediate resolutions to their issue. This involves having a complete understanding of the issue at hand, ascertaining the cause of the problem and using their communication skills to manage customers.
- Occasionally be a point of contact for more senior technical staff involved in supporting the IT infrastructure and platforms and who are looking for assistance to resolve their immediate issues. This involves having a complete understanding of the issue at hand, the cause of the issue, how best to resolve the issue whilst ensuring that service delivery is not compromised.
- Interpreting often-conflicting technical data and systems information and articulate solutions to the appropriate senior technical staff.
- Assisting in the support of technical sub-systems systems and services within IT Services.
- Assessing incidents across the technical infrastructures including the design, development and implementation of small changes.
- Supporting the deployed technologies and requirements of IT Service / Project managers.
- Assisting in measuring, collating, analysing and reporting outputs from the appropriate technical platform information systems.
- Assisting in the gathering of performance and capacity information from the appropriate technical platforms.
- Assisting in the support of computer equipment.
- Perform any reasonable duties deemed necessary by the IT Service Desk Team Leader and/or IT Service Portfolio and Programme Manager and/or IT Services Manager.
- Accountable for mapping hours worked and tracking/recording work time allocation against Business as Usual and project related activities.
- Experience in supporting services in an IT frontline technical environment
- Experience in contributing to team activities and tasks
- Experience in providing input to the development procedures
- Experience in providing first and second line resolution on Incidents.
- Experience in using a system monitoring tool
- Strong customer focus
- Ability to make sound decisions, manage and prioritise work for self
- Analytical skills to comprehend technical reports or system performance information
- Ability to self-learn and maintain an understanding of current and future technologies.
- Ability to communicate technically verbally and written to 2nd and 3rd line support
- Knowledge of IT Services Continuity Procedures
- Ability to multitask
- Ability to work well under pressure on a daily basis but especially during business-critical periods.
- Self-motivated
- Sound organisation and time management skills
- Ability to remain calm when managing customer expectations in challenging circumstances.
- Excellent communication skills both oral and written
- Works well with a team and can work autonomously
- Ability to produce meaningful and concise written reports
- Knowledge and application of ITIL
- Knowledge and application of Project Management methodology
- Experience working on IT projects
- Experience in producing written reports of a technical nature
- ITIL v2 or v3 Foundation certificate or above
- PRINCE 2 foundation certification or above