Overview

We are looking for a Part-Time Service Desk Analyst to provide a single point of contact for all staff in relation to IT request, issues and incidents.

This will be working 22.5 hours a week Monday -Friday 12.30-5.00

To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.

Role Responsibility

  • Work shift patterns; 12:30 – 17:00 Monday – Friday
  • Provide exceptional customer service
  • Fix 70% of incidents at first contact (where possible)
  • Ensure adherence to SLAs
  • Ensure that incidents are dealt with according to customer and priority needs
  • Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
  • Follow processes to ensure that a high quality of service is provided to internal and external customers
  • Desire to build relationships within the service desk team, the IT group and the wider organisation
  • To understand the business and its objectives
  • Log all incoming calls are logged and  accurately recorded to the service desk using the service management tool
  • Understand and follow defined best practise guidelines and frameworks E.g. ITIL
  • Ensure that incidents are assigned to the correct resolver team
  • Adheres to and enforces where necessary the DAC Beachcroft quality and information security policies and procedures including but not limited to ISO9001 and IS27001
  • Provide basic in-house training to end-users
  • Contribute to the knowledge base
  • Act as a single point of contact
  • Take part in testing of new releases or contribute to virtual teams in project work
  • When required represent the service desk at team and department meetings
  • Plan and prioritise work to ensure that deadlines and targets are met
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
  • Is also willing to take ownership on any other tasks and responsibilities required until complete

The Ideal Candidate

  • Previous experience of working in a similar position / role
  • Understanding or worked in an ITIL environment
  • Experience in delivering to SLAs and other key performance indicators
  • 5+ A – C GCSE’s
  • 3 A Level’s or GNVQ’s
  • ITIL V2 or V3 Foundation (Desirable)
  • CompTIA A+ Certification (Or equivalent experience)
  • Microsoft Certified IT Professional Qualifications (Desirable)