Service Desk Analyst – ICT Services

Triumph Consultants Ltd

Northallerton

GBP 10,000 - 40,000

Job description

Temporary Service Desk Analyst – ICT ServicesReference no: N Yorkshire BL 365307Pay Rate: £15.08 per hour PAYE37 Monday – Friday, normal working hoursThis opening assignment is for 6 monthsCity: NORTHALLERTONMV - Management VettingNB: Police Vacancy - only for candidates with a minimum of 5 years continuous UK address history. Please note that this vacancy is subject to a strict security vetting procedure.As ICT Service Desk Analyst, you will be an integral part of the Service Delivery team, you will provide response to managing incidents and service requests supporting the ICT technology strategy and road map which is intrinsically linked to the organisational priorities of the OPFCC, NYP and NYFRS. You will work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability working closely with the wider ICT Team.Key responsibilities:

Providing technical support responding to enquires, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self service.
Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
As part of the Service Support Team provide input into the Service Delivery strategy and roadmap supporting the strategies of the OPFCC, NYP, NYFRS and Enable NY.
Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs. Identify and promote to line management any opportunities to innovate, advance and improve service transition lifecycle to support the business requirements of the OPFCC, NYP, NYFRS and Enable NY.
Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
Ensure that the service support manager is kept informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
Contribute to the development and implementation of service support processes and compliance requirements.
To support line management when consulting with clients with respect to all service support activities.
Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.

Key requirements:

ITIL Foundation.
Educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy multi disciplined ICT service.
Knowledge of incident and request fulfilment processes with a good attention to detail.
Experience of working in an ICT service desk function in a highly technical customer focused environment.
Experience in the public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services.
Analytical skills in a highly technical customer focused service environment.
Good communication skills, you will be able to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).