Service Desk Analyst SO1

Job Category : Admin / Clerical
Location : ALEXANDRA HOUSE, London Borough of Haringey
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:30
Salary: £16.29

Service Desk analyst required to take first line calls on the phone, response to calls raised on the portal and may also be required to attend other sites to undertake work
Role Purpose
We are looking for a customer focused Service Desk analyst who can deliver exceptional service to digital users across Haringey.

You’ll need to be an excellent communicator, both orally and written, and have a professional telephone manner with a good measure of patience plus the ability to explain instructions clearly to non-IT staff at all levels across the council.

As well as being able to demonstrate strong ICT competencies and an aptitude to learn, you’ll need to have a strong customer service ethos.  It’s a fast-paced environment and we need enthusiastic staff who are passionate about resolving 1st and 2nd line ICT issues. You are not just desk bound in this role as you will support users in our “hub” and visit other sites to support our users. This role can be pressuring and challenging at times but if you’re able to take up the challenge, then you will find it a rewarding job and it could just be the perfect next move for you. 
  
A strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365 would be very beneficial. ITIL qualification and/or MCP certification is preferable but not essential.  

Qualifications

Ideally educated to A level or equivalent standard, or holds a relevant professional qualification.

Technical Experience / Skills / Knowledge  
 
Proficient in understanding the IT / IS infrastructure, configurations and the IT applications and service processes used within the organisation.

Proficient in installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.

Familiar with the use of tools or systems which provide access security control (ie prevents unauthorised access to systems).

Familiar with techniques for identifying, gathering and validating users’ needs in the delivery of Digital services.

Familiar with corporate, industry and professional standards, policies, regulations, compliance and codes of conduct associated with the role.

Familiar with configuration management and version control.

Other requirement

Has a driving licence and is able to driving around the Haringey campus