IT Service Desk Analyst in Wales

Intelligent Resource is working in partnership with a major Client in the UK. We are currently recruiting for IT Service Desk Analyst to be Cardiff based out.

Job Title= IT Service Desk Analyst

Location = Remote/ Cardiff

Duration= 6 months Initially

IR35 Status: Inside

Duties And Responsibilities

Operational Service Management

• Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA’s.
• OLAs and Service schedules are met.
• To ensure that appropriate information is produced about each service for analysis.
• To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
• Responsible for the administration of the Configuration Management Database.
• Ensure that all configurations of all assets associated with each service are registered and managed.
• Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
• Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.

Development & Implementation Management

• Involved in setting up the Service Management wrap for any new developments/projects.
• Responsible for highlighting any risks associated with the Change Process.
• Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
• Maintain and develop the implementation of service Management methodology (ITIL).

Line Management

• Deputise for the Service Desk Team Leader
• Communication and Relationship Skills
• Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
• Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
• Liaise with other staff across organization either informally or in meetings as appropriate.

Analytical and Judgemental Skills

• Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.

Planning and Organisational Skills

• The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
• The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
• Formal line management reporting for the post-holder will be to the Service Desk Team Leader

Responsibility for Policy / Service Development Implementation

• Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
• The postholder is also responsible for working with Standard Operating Procedures.
• Contributes to and comments on new procedures.

Responsibility for Financial and Physical Resources

• Treat client’s assets and equipment with care with a view to extending life and avoiding waste.

Responsibility for Human Resources

• Responsible for updating E-KSF tool with own PDP.

Responsibility for Information Resources

• Support the development of specific projects involving service management, liaising with senior colleagues as required.
• Work with users and providers to ensure that the information provided/received will meet their needs.

Qualifications

Essential

• Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area.
• Commitment to continuing professional development for self and team members.
• ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
• Good general knowledge of common hardware and software applications including but not restricted to:
• Common email systems and protocols
• Domain Name Service
• Active Directory System
• Authentication principles
• Understanding of inter-relationships between aspects of IT infrastructure and service support requirements

Skills And Experience

Essential

• Experience of working in a technical support role and proven experience in the development and support of IT systems

Intelligent Resource committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organization.

Should you choose to contact Sanderson regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.