Assistant Service Desk Analyst

Assistant Service Desk Analyst

Location: Bangor

Grade & Salary: G3 , GBP22,882 rising to GBP25,516 over four years

Post number: 201825

Type of contract: Permanent

Work pattern: full time

Closing date: 27 th September 2020

Benefits: Civil Service pension, 28 days annual leave, rising to 33 days over 5 years, flexible working options, occupational health including counselling and advisory services and eye care, childcare vouchers and salary sacrifice schemes.

Role Purpose

To provide support for the ICT service desk which is a single point of contact for NRW staff experiencing a range of technical problems. The postholder will work as part of a team, helping to act as a gateway to high level (second and third line)technical services, providing solutions to the straightforward problems and requests at the desk (Service Desk typically resolve 80% of incoming calls to ICT).

This role directly contributes to the operational continuity of NRW through the provision of efficient and prompt solutions to all NRW staff in accordance with industry best practice standards, and in doing so, delivering an excellent standard of customer service

Qualifications and Skills

?? High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them:

?? ITIL Foundation certified, and having worked in an ITIL environment.

?? Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user's experience.

?? Ability to analyse ICT issues and requests, utilising the appropriate analysis techniques.To do this, it is important to be able to absorb and learn new information readily, as new systems are brought into the team's remit and be able to understand and document user requirements to a high level.

?? Familiarity with the concepts of system administration; creating, modifying and troubleshooting accounts, and confidence in using all forms of ICT.

?? Ability to work within a high pressure environment, to proactively plan and co-ordinate resources in order to achieve results within agreed timescales and with a flexible approach to working, prioritising as and when high priority problems and requests arrive at the ICT Service Desk.

?? Knowledge of IT processes and policies...... click apply for full job details