ICT Service Desk Analyst

17 May 2019
14 Jun 2019
Contract Type
Full Time
Our local authority client based in Elmbridge are urgently seeking an experienced ICT Service Desk Analyst.

About the Role

You will be an experienced ICT professional used to working in a busy support environment with a large range of systems and applications and a complex network and infrastructure with over 400 users.

Main Purpose of the role

1. To provide operational and technical support to 400 + end users across all Council sites, with responsibility of supporting the virtual desktop environment, network PC's, Laptops, MFD's and Mobile devices (iPad and iPhone). Configuration, installation and support of all hardware and software supplied to the end user.

2. Provide first line support and cover on the ICT Service Desk and systems administration of the EBC ICT network and telephony systems.

3. To proactively work with customers to suggest better ways of working and taking time to understand customer needs and requirements.

4. Liaise with IT Business support, Infrastructure support teams and third-party partners when required.

5. To ensure support and development of Council systems meets ITIL standards, particularly for incident management and change control.

6. Manage the implementation of new systems and developments in line with the Council standards for project management.

Compliance with national and local standards for security (e.g. Code of Connection (CoCo)) and information management (e.g. BS7666

Experience Needed

* Experience of IT, communications, telephony and mobile devices, including mobile device management (MDM)

* Proficiency in the role of systems administrator.

* Experience of support desk and customer contact. Ability to understand and take account of end user/customer needs, able to converse appropriately.

* Experience of working in ITIL frameworks

* Understanding of hardware and software in use in the authority to carry out IT and/or telephone equipment installations and software upgrades.

* Experience of Skype Voice, PABX, Voicemail and Call Management Systems.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful

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