IT Service Desk Analyst

The opportunity

What is the purpose of the role? 

To provide a timely and accurate response to IT service request fulfilment and incident handling, delivering a high-quality service (to both staff and students) with a high ‘first contact resolution’ rate in line with the overall aims and objectives of IT Services. 

The IT Service Desk is the most visible service provided by IT Services, and the majority of user perception of the IT Department is through their interaction with the Service Desk.  Hence, a principal purpose of the role is to provide a high level of professional Customer Service at all times. 

Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking/service management database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with cases. 

Duties and Responsibilities 

Request Fulfilment/Incident Handling 

• Be the first point of contact to the user community for IT Services providing a consistently professional service to all users. 

• Receive, and log service requests and incidents, by all methods in use, by the Service Desk.  

• Ensure that requests are logged with full qualification using targeted questioning or information gathering to ensure the most efficient fix time and best service. 

• To provide assistance to users in a professional manner, following agreed procedures for service requests, incident handling and standard changes within agreed service level targets: 

• Aim to resolve 80% of Service Requests on first contact. 

• Contribute to first level resolution of all requests at the Service Desk (70%) 

• When escalation is required, ensure that service requests and incidents are routed to team lead or the appropriate technical support team. 

• To document all responses to service requests and incidents accurately and systematically to meet standards, and ensure that all user requests are escalated appropriately and users are continually informed of progress. 

• To identify operational issues impacting multiple users and contribute to their identification, documentation and appropriate escalation. 

• Remotely support key University events e.g. clearance, enrolment etc. 

• Establish and maintain familiarity with in-house IT systems and related infrastructure. 

Communication & Knowledge Management 

• Communicate courteously and effectively with non-IT staff and IT specialists alike to ensure effective customer and service level standards are met. 

• Proactively share knowledge and information with team members to support the delivery of a high quality service 

• Liaise with IT Services team members to keep up to date with knowledge about the use of defined tools, templates and standards.  

• Proactively learn about new systems / applications / devices being brought into operation to provide the service desk role function.   

• To contribute to the development and ongoing maintenance of the knowledge management system.  

Service Improvement 

• Assist in the development of the service desk application, identifying and suggesting areas for improvement and development. 

• Identify and suggest how the Service Desk can develop its effectiveness e.g. widening the scope of the service requests the Service Desk deals with. 

• To contribute to the decision making of the team, collaborating with team members to share ideas and expertise and to provide guidance and advice to support team colleagues 

About you

Skills and Experience Required

• Strong technical skills in as many of the following areas as possible:Troubleshoot hardware (video cards, USB & peripheral devices and drivers, etc.), configuration of PC's, Screen's, and printers, troubleshoot DNS, DHCP and TCP/IP issues. knowledge Microsoft Office/O365, knowledge of Microsoft Windows 10, knowledge of Active Directory, knowledge of MAC iOS and OS
• Ability to work independently and efficiently to meet deadlines.
• Ability to assess and prioritize work in a fast paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated, detail-oriented and organized.
• Excellent communication.

Qualifications Sought

It is desired that they will either possess or be seeking to pursue some of the  following professional qualifications as possible:

• CompTIA Network +, CompTIA A+
• macOS Support Essentials
• Microsoft Certified (MCP, MCDST, MCSA)
• ITIL Foundation Certified

If you have any queries please contact OEA Recruitment Team via email OEAstaffrecruitment@arts.ac.uk or telephone: 020 7514 2965