ICT Service Desk Analyst job description

Responsible for the provision of first and second level telephone, e-mail, face-to-face and remote desktop support, instruction and training to ICT users. The Post holder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters, logging ICT SD fault calls and ensuring the information is processed in accordance with policies and procedures.
The post holder will be responsible for delivering the performance results set by the ICT SD Analyst Team Leader but they will have the freedom to determine how these are best achieved.

Specific Other Responsibilities

• Facilitate and manage resources to deliver a comprehensive ICT support service to the organisation
• Ensure SLA’s are assigned to all faults and strictly adhered to
• Responsible for liaising with external contractors with regard to the repair and maintenance of equipment
• Occasionally undertake IM&T system testing including applications and hardware
• Undertake training, as required to fulfil identified roles within the departmental area.

Strategy Setting

• Implement and comment on policies, service changes or working practices that will impact at departmental and organisational level
• Be aware of calls from users of ‘non-standard’ systems and apply appropriate procedures to assist them if possible and endeavour to convert them to ‘approved user’ status.

Minimum educational qualifications:

• Educated to a minimum of HND
• Microsoft Certified Desktop Support Technician

Experience and knowledge:

• Experience of Microsoft Desktop and Network Operating Systems (XP, W7, Vista, Office 2003,2007,2010), Active Directory and Desktop hardware, in particular Dell. Good knowledge of Networking protocols TCP/IP, DHCP, DNS.
• Intelligence based on analytical and complex technical problem-solving skills
• Experience working in a team
• Experience working in a complex computer network environment within the organisation
• Experience of working on complex ICT projects
• Presentation to a group of staff
• In depth knowledge of the functioning of the IT Systems

Professional, technical or innovative skills:

• Ability to provide and present information ranging from simple to complex to an audience of any size that will contain listeners of differing levels of understanding and seniority
• Ability to analyse, investigate and resolve simple to complex IM&T queries
• Hardware Network, Servers and Desktop equipment configuration and general hardware management for the organisation
• Ability to accurately produce written documents relating to support procedures
• Ability to work with and deliver within a fixed timescale
• Willingness and technical ability to ‘roll-up the shirt sleeves’ and deliver
• Communication skills – the ability to communicate clearly and effectively within the local organisation at all levels of understanding
• Ability to manage and undertake formal testing activities
• A systematic, disciplined and analytical approach to problem solving
• Ability to maintain a calm, rational and organised approach to tasks when under pressure
• Requirement to concentrate for long periods when answering queries from staff, analysing data and developing systems
• Use of a VDU and keyboard to a high degree of accuracy and skill

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ICT Service Desk Analyst job description