IT Helpdesk Analyst job description

Detailed Responsibilities:

1. Receives requests for support or advice from users and other staff members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
2. Where necessary, liaises with and/or refer support requests to other IM&T staff members as well as IT department staff in other organisations.
3. Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
4. Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
5. Maintains the Organisation’s desktop hardware and software to required standards.
6. Ensures that systems used by the department, such as the inventory of assets and Helpdesk call system, are kept up-to-date and as accurate as possible.
7. Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.
8. Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.
9. Provides expert guidance/advice and acts as a mentor to less experienced colleagues.
10. Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the Helpdesk Team Supervisor or the User Support Manager.
General/Other
1. Takes all steps possible to ensure that all Organisation users have read and understand the Organisation’s Acceptable Use Policy and any other policies relevant to end-users and their managers.
2. Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Customer Services Manager
Policies and Procedures
Organisation employees are expected to follow Organisation policies, procedures and guidance as well as professional standards and guidelines. Copies of Organisation policies can be accessed via the staff intranet or from your manager.
Confidentiality
Much of the work is of a confidential nature. This means that no discussion should take place about the care, needs, or activities of any service user, except in the clear interest of that service user or other members of staff. Staff are reminded that personal information concerning colleagues is also confidential

Desirable Education and Training:

One or more of the following qualifications:
 Microsoft Certified Professional (MCP)
 S/NVQ – L3 Servicing Software (Field & Support Centre)
 ECDL / CLAIT

Essential work experience:
At least one year of direct, “on-the-job” experience in one or more of the following areas:-
 IT Helpdesk
 PC Applications/OS Support
 Customer Services
 “Expert” PC user
 IT Technical Support
 IT Training

Desirable work experience:

 Experience of working in a networked computer environment.

Essential Knowledge:
Practical knowledge in at least three of the following areas:
 MS Windows XP desktop products.
 Microsoft Office (including Outlook)
 Printers
 Microsoft networks
 PC Hardware
 Web browsing software
Desirable Knowledge:
 Technical knowledge of any of the areas outlined in ‘essential knowledge’.
Essential Skills and Abilities:
 Customer-focused, with excellent written and verbal communication skills.
 Excellent administrative and organisational skills, with good attention to detail.
 Highly self-motivated and able to work on own initiative whilst still being a good “team worker” by freely sharing information with others.
 The ability to logically analyse and clearly document problems and decide on the best course of action.
 The ability to explain complex technical issues in language suitable for staff who may not have much computer experience.
 The ability to work effectively in a stressful environment whilst maintaining personal calm and control.
 The ability to maintain good manners and a friendly demeanour at all times.
 An ability to engender confidence in the provision of the IT support service.
 Able and willing to travel throughout the Organisation’s geographical area as some training work may be required away from base.
 The ability to take full responsibility for ensuring the correct and timely resolution of problems.
 Good spoken presentation skills, required for training groups of staff.
 The ability and desire to continue learning more about the technical aspects of the Organisation’s systems.