IT Service Analyst
Angel Square - Northampton
37 Hours per week
We are currently looking for a IT Service Analyst to join the IT service Desk within Northamptonshire County Council.
The main responsibilities are to provide exceptional service at first line, supporting users of desktop computer services, telephone systems, local and wide area networks, the server infrastructure and application software, ensuring that Customer's incidents and requests are resolved in line with Service Level Agreements. To maximise the productivity of the users, ensuring that IT services and systems are being used to the best advantage of the Organisation, in terms of cost and productivity.
Provide a single point of contact for the users of IT for incidents and requests so that they only need to call one number for any IT issue.
Resolve 60% plus of incidents at the first point of contact, thus ensuring a rapid restoration of service for users in line with SLAs, whilst prioritising incidents and requests in accordance with the impact to the Users and for the business and customers of LGSS and its partners
Using ITIL best practice methodology to provide a high standard of information to facilitate quality management reporting, to be able to improve first line resolution, identify areas for where productivity can be improved using self-service and FAQs
Action and initiate effective communications to service users over failures and scheduled IT Services availability, so the user community is informed, the desk maintains KPIs and users are able to make informed decisions
Respond to and provide advice and information on service requests/queries regarding IT solutions
Maintain Active directory for IT Networked Users, where requests are received for new users and for existing users requiring amendment, to their information, whilst adhering to process regarding the security of the network, licences and systems
Create and maintain effective documentation for internal and external training plus information such as FAQs and user guides, for business as usual and when on-boarding new business partners
Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.
Ensure that reasonable care is taken at all times for the health, safety and welfare of you and other people, and to comply with the policies and procedures relating to health and safety within the department.
Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post.
- Customer Service
- Service Desk
- Service Skills