Senior Service Desk Analyst
- Recruiter
- Confidential
- Location
- Ripley
- Salary
- 22599.00 - 28725.00 GBP Annual
- Posted
- 21 Apr 2021
- Closes
- 30 Apr 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Can you use your initiative to solve a range of routine and complex ICT problems?
Can you take ownership to proactively resolve user requests and incidents, taking accountability for actions taken?
Are you looking to take on more responsibility and for a step up in your career?
If so, you could be our new Senior Service Desk Analyst, on a full time, permanent basis.
The Senior Service Desk Analyst is a new, key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.
The Service Desk is a single point of contact for Information Services (IS) and is responsible for recording and handling all IS incidents and requests, as well as maintaining records on IS users and assets.
As the Senior Service Desk Analyst, you will work flexibly, supporting the Service Centre Manager in the development and delivery of the IS Service Plan, including overseeing the day-to-day performance of the Service Desk. You will work collaboratively with colleagues within the immediate team, the wider Information Services Department and the force as a whole, ensuring that all calls are dealt with in a professional and timely manner in line with ITIL best practice.
You will also have the opportunity to have technical input into project work and assist with activities to move more technical duties to the frontline Service Desk, with an aim to increase the first time fix rate for user incidents and requests.
You will have already obtained or will be studying towards an IT qualification, for example ITIL or SDI Analyst and have knowledge of Systems Development Lifecycle and Service Desk Software. You will be able to effectively and efficiently resolve a range of routine and complex ICT problems without referral. As a Customer Service Champion, you will ensure a high level of service is delivered by you and the team to our customers while adopting a continuous improvement approach.
To help you push forwards in your career with us, we invest in developing our team as well as looking after them, with an expansive wellbeing and counselling service along with a range of support networks.
We also offer key work/life benefits such as a competitive pension, generous annual leave, and both flexi-time and home working where possible.
We want to ensure that our force represents the communities we serve, so we welcome applications from a diverse range of individuals, where you will find a friendly, inclusive organisation
Can you take ownership to proactively resolve user requests and incidents, taking accountability for actions taken?
Are you looking to take on more responsibility and for a step up in your career?
If so, you could be our new Senior Service Desk Analyst, on a full time, permanent basis.
The Senior Service Desk Analyst is a new, key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.
The Service Desk is a single point of contact for Information Services (IS) and is responsible for recording and handling all IS incidents and requests, as well as maintaining records on IS users and assets.
As the Senior Service Desk Analyst, you will work flexibly, supporting the Service Centre Manager in the development and delivery of the IS Service Plan, including overseeing the day-to-day performance of the Service Desk. You will work collaboratively with colleagues within the immediate team, the wider Information Services Department and the force as a whole, ensuring that all calls are dealt with in a professional and timely manner in line with ITIL best practice.
You will also have the opportunity to have technical input into project work and assist with activities to move more technical duties to the frontline Service Desk, with an aim to increase the first time fix rate for user incidents and requests.
You will have already obtained or will be studying towards an IT qualification, for example ITIL or SDI Analyst and have knowledge of Systems Development Lifecycle and Service Desk Software. You will be able to effectively and efficiently resolve a range of routine and complex ICT problems without referral. As a Customer Service Champion, you will ensure a high level of service is delivered by you and the team to our customers while adopting a continuous improvement approach.
To help you push forwards in your career with us, we invest in developing our team as well as looking after them, with an expansive wellbeing and counselling service along with a range of support networks.
We also offer key work/life benefits such as a competitive pension, generous annual leave, and both flexi-time and home working where possible.
We want to ensure that our force represents the communities we serve, so we welcome applications from a diverse range of individuals, where you will find a friendly, inclusive organisation