Service Desk Analyst G6

Job Category : IT
Location : London Borough of Havering
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:30
Salary: £19.48

This role is a first line IT support role and is dealing with customers face to face .
Job Purpose:

1. Provide prompt and effective technical support for all aspects of personal computing to users across the Council through resolution of incidents and service requests in line with agreed service agreements, ensuring minimal disruption / loss of service.
2. Ensure delivery of a high-quality customer focused user experience, including fit for purpose systems, and high standards of access, availability, usability, usefulness, and excellent standards of service.
3. Deliver, implement, and support others to ensure that the Council’s values and practises always meet our objectives for security, financial prudence and transparency, inclusion, and sustainability.
4. Actively contribute to the work of a multidisciplinary team, so that all its members benefit from your core skills; promote the generous sharing of expertise and create opportunities for continuous learning and development.
5. Actively contribute to Council-wide and directorate initiatives that will achieve and implement the Council’s priorities and corporate objectives and meet the user needs of Havering and Newham residents and businesses.

On a rota basis and working with senior colleagues, ensure the effective delivery of support to users, including out of hours support where applicable, for which additional payment will be offered.
Qualifications
Degree or equivalent work-related attainment or experience
Experience
⦁ Demonstrates an awareness of risk and taking an analytical approach to work.
⦁ Investigating, and resolving complex issues
Has gained a thorough knowledge of the domain of the organisation.

Skills (from Skills Framework for the Information Age)

Incident management (level 4)
⦁ Ensures that incidents are handled according to agreed procedures.
⦁ Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents.
⦁ Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents.
⦁ Contributes to testing and improving incident management procedures.

Customer service support (level 3)
⦁ Acts as the routine contact point, receiving and handling requests for support.
⦁ Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
⦁ Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
⦁ Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Service level management (level 3)
⦁ Monitors service delivery performance metrics.
⦁ Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Attributes
⦁ Facilitates collaboration between stakeholders who share common objectives.
⦁ Shares knowledge and experience in their own specialism to help others.
Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences when engaging with colleagues, users, suppliers and partners.
Able to demonstrate and evidence a highly developed Competence in:
Incident management (level 4)
⦁ Ensures that incidents are handled according to agreed procedures.
⦁ Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents.
⦁ Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents.
⦁ Contributes to testing and improving incident management procedures.

Customer service support (level 3)
⦁ Acts as the routine contact point, receiving and handling requests for support.
⦁ Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
⦁ Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
⦁ Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Service level management (level 3)
⦁ Monitors service delivery performance metrics.
Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Able to demonstrate and evidence knowledge and experience in

⦁ Demonstrates an awareness of risk and taking an analytical approach to work.
⦁ Investigating, and resolving complex issues
⦁ Has gained a thorough knowledge of the domain of the organisation.