ICT Analyst Job Description

Working on the busy ICT Service Desk you will be part of a dedicated team that handles approximately 3,500 calls
per month.

You will resolve faults at point of contact, provide assistance and offer advice on a wide variety of
computer systems and applications whilst providing a high degree of customer focus.

 
Providing an ICT single point of contact for customers
 
Detecting, recording, classifying, prioritising all ICT incidents and tasks

Investigating and diagnosing incidents by providing telephone assistance to restore normal service on all systems

Resolving customer queries / incidents or assign to the correct specialised team within ICT

Monitor and track incidents, escalating where necessary

Liaising with third party suppliers to resolve faults on tailored or National systems

Install and configure desktop software

Creating/ deleting and administering staff accounts in accordance with the security policy

Contribute to creating Service Desk process maps and assist in keeping documentation up to date

Other Service Desk activities, as directed, to continuously improve service and strive for best practice

Provide flexible working hours and on call as required

Provide customer-focused service managing customer expectations by keeping customers informed of progress

Essential

5 GCSEs Grade C or equivalent including English and Mathematics and a computing related subject or comparable practical experience

Experience of working in a customer services environment

Working knowledge of Microsoft Office

Good computer skills ( RSA 2 typing/word processing or equivalent experience )

Desirable

Experience of working in a call centre or Information technology department

ICT Analyst Job Description

Interview criteria (in addition to the above):

Respect for Race and Diversity

Effective Communication

Problem Solving

Community and Customer Focus

Team working

The above criteria are subject to reason

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ICT Analyst Job Description