Job Title: Service Desk 2 Analyst (Information Technology)
Location: Walsall
Salary: £17.00ph
A 2nd Line Analyst shares responsibility for the successful day-to-day operation of the Service Desk's 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements. Reporting to the Primary 2nd Line Analyst, the role shares responsibility for all activities relevant to 2nd line incident resolution, request fulfilment, field services, desk side support and end-user computing.
A key dimension of the role will be the appropriate scheduling and prioritisation of work to ensure consistent standards of service nationwide and an adherence to service agreements.
Activities
In the context of service operations and in accordance with agreed Service Catalogue definitions and standards:
- To contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications and hardware, audio-visual equipment, desktop operating systems, mobile devices and printers.
- To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation and/or resolution.
- To reduce the impact of service affecting incidents and problems, ensuring an appropriate and timely response to all reported issues
- To ensure the accurate recording of service requests and incidents and to attribute the correct categorisation and notation to ensure timely and relevant reporting
- To provide desk-side and remote assistance, as relevant to the task
Education
Essential Qualifications:
- ITIL Practitioner or Foundation certified
- Advanced Level Qualification
- One or more professional qualifications from leading solution providers: Microsoft, Cisco, Citrix, VMware, Oracle, etc.
Desirable:
- Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA
Experience
- At least two years' experience:
o Providing Service Desk operations in a multi-site, nationwide service environment
o Delivering quality services in compliance with service agreements and performance targets
- Practiced in EUC management including image preparation and deployment, application packaging and delivery and audit reporting and control
- Ability to work under pressure and deal with several problems simultaneously.
- Demonstrable understanding of the ITIL Service Management framework and appreciation of the complimentary quality standard ISO/IEC 20000
- Demonstrable experience of working in a SOX compliant and ISO/IEC 20000 accredited organisation or function
Dimensions of the Role
- Complexity: Support a complex portfolio of services/IT environments
- People: Ability to manage a team(s) totalling 5 staff or above; with direct line responsibilities
- Location: National
- Skill Level: Team member
- Role Impact: Role holder's actions/decisions have a minor impact on the function
Other
- A full UK driving licence
- Excellent application and technical knowledge with a proven ability to learn new and complex software applications
- Good interpersonal skills, able to communicate effectively with staff and management alike
- Good understanding of customers' business operations and a detailed understanding of their key applications and services
Communication -
- Ability to communicate clearly and concisely with a variety of stakeholders, both orally and in written documentation
- Ensures that important messages are prepared, shared, explained and understood in a clear, consistent and timely manner
- Communicates fluently and persuasively; recognising the need to adapt the delivery style to suit the situation or audience
- Explains complex issues, in a way that is easy to understand
- Responds quickly and constructively to questions and comments
Relationship building -
- Develops and maintains effective and close working relationships within and across teams
- Actively engages and supports teams within own area of responsibility; gaining support through consulting and involving others
- Visibly assists their teams/colleagues to remove barriers, particularly in the face of complex tasks and high demands
- Seeks to understand the key priorities of customers and gain their support through consultation and involvement
- Responds quickly and effectively to requests from colleagues and customers managing their expectations and keeping them updated on progress
Influencing and negotiating -
- Canvasses opinion and builds support amongst colleagues
- Promotes the benefits of a decision or situation to others
- Anticipates possible issues, objections and consequences
Problem solving -
- Produces effective responses in difficult situations, resisting pressure to make a quick decision where fuller consideration is required
- Systematically gathers information from a range of sources, researching, reviewing and analysing the facts, before reaching conclusions on the action required
- Shows an ability to identify risk and consider its potential impact on the function/organisation
- Resolves issues at an early stage before they become significant
- Refers to policies and procedures as necessary before taking action
Resilience and Adaptability -
- Demonstrates flexibility in their approach to work being able to accept changing circumstances positively
- Demonstrates a personal belief in and commitment to change
- Able to handle set-backs and disappointments; learning from the experience and moving forward positively
- Acts positively and with determination when under pressure
- Strives to achieve personal and team objectives to the highest standard whilst handling conflicting and changing priorities
Please call to book in your interview on 01384 212600 weekdays 8 am - 4.30pm, or email katie.perry@hrgo.co.uk for further details.
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