IT Service Desk Analyst
Triage service issues and service requests received via phone, e-mail, request form, intranet and in person, following agreed processes and procedures Troubleshoot service issues and resolve upon first contact wherever possible Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority Perform password resets on a variety of applications as described in the agreed service policies and procedures Provide "how to" assistance on internally supported devices, applications and systems as described in the agreed service policies and procedures Escalate issues to the Senior IT Service desk analyst or Service desk Manager, or where necessary to appropriate second line support / other IM&T teams Make use of internal and external resources (knowledge bases, manuals, support websites, vendors) to answer questions and resolve service issues Respond to end-user enquiries regarding the status of service issues and service requests and follow up / progress when appropriate Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides Build relationships with second line support teams and third party suppliers to ensure that IT delivered services and end-user productivity goals are understood and met or exceeded Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation Manage own workload on a daily basis, ensuring service issues and service requests assigned are dealt with within agreed targets and deadlines Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure
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