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.
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