Service Desk Analyst
- Recruiter
- Confidential
- Location
- Bournemouth
- Salary
- 21000.00 - 26000.00 GBP Annual
- Posted
- 07 Jun 2021
- Closes
- 04 Jul 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
About us
As the UK's leading developer and manager of retirement communities, we have more than 40 years' experience of providing high quality homes to exacting specifications. We've created over 58,000 age-exclusive retirement properties - apartments, bungalows, coach houses and cottages - in more than 1,300 developments across the UK.
At McCarthy Stone we believe that retirement living involves much more than simply deciding to move into a new home that's better suited to our customers' needs. It's also an opportunity for them to embrace a new way of life, to have the freedom to live a lifestyle with more choices and more time to do the things they enjoy.
About the role
The IT Service Desk provides services and support relating to existing standard applications and infrastructure, as well as managing and fulfilling requests for service. The Service Desk provides the first point of contact for all IT related issues and requests.
When dealing with incidents & requests the correct process should be followed in line with any service desk objectives, as well as ensuring quality of management to ensure that all tickets are logged correctly.
Key Responsibilities
* Incident management
* Request management
* Knowledge management
* Asset management
* Continual Service Improvement, adopting ITIL best practices where appropriate
* Daily System Checks
* Process Documentation
* End User Documentation
* Comply with all company policies and procedures, including but not limited to:
* IT Usage Policy
* Health & Safety Policy
Incident Management
* Undertake daily reviews of queues to ensure that all tickets are being worked on according to Priority and due date
* Ticket Assignment
* Ensure all tickets are up to date as per the relevant process
* Monitoring of tickets and their SLA's
About you
* Understand IT operational support frameworks.
* Provide a service of excellence
* Follow process documentation and instruction to ensure the resolution of incidents and fulfilment of requests according to the requirements of the business
* Capture and record all information and data as directed by the IT Management System
* Carry out qualitative checks on all relevant IT systems
* Carry out general administrative tasks
* Communicate potential/current issues with all team members
* Manage workload demands within tight deadlines
* Provide input and assist with IT related projects when required
* Undertake any such other duties as may be delegated by the Head of IT Service Desk or others in direct line management.
Education and Qualifications
* ITIL v3/v4 Foundation qualification is desirable
* MCP certification would be desirable
Knowledge & Experience
In addition to the listed skills & responsibilities:
* 3+ years of extensive experience providing IT support in a similar role
As the UK's leading developer and manager of retirement communities, we have more than 40 years' experience of providing high quality homes to exacting specifications. We've created over 58,000 age-exclusive retirement properties - apartments, bungalows, coach houses and cottages - in more than 1,300 developments across the UK.
At McCarthy Stone we believe that retirement living involves much more than simply deciding to move into a new home that's better suited to our customers' needs. It's also an opportunity for them to embrace a new way of life, to have the freedom to live a lifestyle with more choices and more time to do the things they enjoy.
About the role
The IT Service Desk provides services and support relating to existing standard applications and infrastructure, as well as managing and fulfilling requests for service. The Service Desk provides the first point of contact for all IT related issues and requests.
When dealing with incidents & requests the correct process should be followed in line with any service desk objectives, as well as ensuring quality of management to ensure that all tickets are logged correctly.
Key Responsibilities
* Incident management
* Request management
* Knowledge management
* Asset management
* Continual Service Improvement, adopting ITIL best practices where appropriate
* Daily System Checks
* Process Documentation
* End User Documentation
* Comply with all company policies and procedures, including but not limited to:
* IT Usage Policy
* Health & Safety Policy
Incident Management
* Undertake daily reviews of queues to ensure that all tickets are being worked on according to Priority and due date
* Ticket Assignment
* Ensure all tickets are up to date as per the relevant process
* Monitoring of tickets and their SLA's
About you
* Understand IT operational support frameworks.
* Provide a service of excellence
* Follow process documentation and instruction to ensure the resolution of incidents and fulfilment of requests according to the requirements of the business
* Capture and record all information and data as directed by the IT Management System
* Carry out qualitative checks on all relevant IT systems
* Carry out general administrative tasks
* Communicate potential/current issues with all team members
* Manage workload demands within tight deadlines
* Provide input and assist with IT related projects when required
* Undertake any such other duties as may be delegated by the Head of IT Service Desk or others in direct line management.
Education and Qualifications
* ITIL v3/v4 Foundation qualification is desirable
* MCP certification would be desirable
Knowledge & Experience
In addition to the listed skills & responsibilities:
* 3+ years of extensive experience providing IT support in a similar role