1. Group Information
Services
Service Desk Analyst
Reporting to: (Service Desk Team Leader)
Job Description:
Overall Objective:
The role works closely with all RI IT teams to ensure effective delivery of all IT support
issues within challenging, time bound service levels. You will work within a team, and will
require the ability to handle incoming incidents received via phone, email or walkup. A
high standard of technical support must be maintained at all times.
The role operates in an environment with responsibility to respond, co-ordinate and
resolve all IT incidents throughout the RI Organisation. The IT Service Desk operates as
a single point of contact for IT issues and can manage a high volume of enquiries.
Candidates must be highly motivated, customer focused, prepared to be flexible within
the wider IT customer service team and capable of working under pressure during peak
periods.
The Service Desk Analyst will be responsible for their individual workload as well as
assisting their colleagues during peak periods, holiday and sick cover. The candidate
must therefore have excellent time management skills and be able to prioritise work
effectively.
Primary Responsibilities:
• To answer incoming calls from internal IT users & external customers to ensure
key KPI’s are met
• To meet or exceed the level of Service when responding to all incoming Incidents
• To accurately record and classify all incoming Incidents with the appropriate
priority, category and incident summary details or error messages
• To undertake initial diagnosis of the incident, utilising the tools available and
resolving as many as possible on initial contact
• To resolve IT incidents, requests and provide information to customers as
required
• To ensure that all IT service incidents are managed according to Company policy
• Escalate calls where necessary
• Liaise with 3rd
party suppliers as required
• To provide and deliver a world class service to a demanding customer base.
• Performing impact and risk analysis.
• Providing high quality technical or system expertise.
• Providing clear communication of issues, progress and outcomes.
• To ensure that the customer's expectations are exceeded by means of excellent
customer service skills
GIS Service Desk Analyst
25/02/13
2. Experience Required
• Understanding of the following technologies
o IT desktop and peripheral configuration and build knowledge
o Microsoft Operating systems and technologies
o Mobile phones
o Mobility/VPN technologies
o Basic understanding of network protocols
o Remote desktop tools
• Experience of working in a customer service role in a demanding, customer
focused environment is desirable.
• Results oriented and proven track record in establishing and achieving ambitious
goals.
• Organisational, interpersonal and written communication skills.
• Ability to operate autonomously and in a directed team effort.
• Professional demeanour and appearance.
• Attention to and respect for detail.
• Enthusiasm and dedication
• Experienced in diagnosing and solving computer related problems (hardware,
software, applications).
• Excellent telephone manner
• Working knowledge of Linux and Windows environments preferable
• A working knowledge of ITIL principles
• Ability to work under pressure and to tight timescales
• Minimum 12 months experience working in an IT technical support environment
Areas of Responsibility
• To provide in depth technical support to the companies environments and
packages.
• Support of hardware, bespoke software and other standard software, printers and
network connection problems.
• To configure new equipment including network and email accounts.
• Resolve technical incidents and problems as allocated by the duty team leader
• Provide IT support and guidance to all staff and customers
• Provide full support of all hardware and software used by RI
• Perform general IT duties and tasks
• Produce work to the specification required.
Person Specification:
Essential Function:
To work as part of the IT Service Desk, providing 1st
line support for all RI staff/customers
via telephone, email and in person
• Ability to work under pressure and to tight timescales
• Highly self-motivated
• Hands on approach essential
• Strong customer focused attributes
• Strong verbal and written communication skills
• Excellent personal organisation skills
GIS Service Desk Analyst
25/02/13
3. Requirements:
• Flexibility, motivation and being a determined team player
• Excellent communication skills with the ability to work under pressure
• Understanding of a highly complex, technical user environment, and the high
number of the SLAs associated with each
Personal Attributes, Core Values & Behaviours:
• Energy, drive and fairness;
• Flexible, versatile and adaptable;
• Comfortable in a change environment;
• Focus on detail and completion;
• Commitment to continuous improvement;
• Responsible, accountable and customer focused;
• Results driven with focus on deadlines;
• Well organised and efficient;
Integrity:
• Shows fairness and consistency; actions match words;
• Working at all times in accordance with company regulations, policies and
processes;
• Treats others with respect; is direct, but diplomatic;
• Keeps confidences;
• Willing to admit mistakes.
Qualifications:
• ITIL Foundation (essential)
• A+ or equivalent demonstratable experience
• Microsoft MCSA (desirable)
Salary Band & Benefits Grade:
2/8
Signatures:
Post Holder’s Name:
Signature:
Date:
Line Manager’s Name: Russell Shear
Signature:
Date:
Line Director’s Name: Pete Shorney
GIS Service Desk Analyst
25/02/13
