IT Service Desk Analyst Temp

Hays Specialist Recruitment Limited ,
Guildford, Surrey
More Details
Contract Type: Contract
Salary: £10 per hour

Overview

IT Service Desk Analyst - TEMP - Public Sector - Guildford - £10-£15 per hour PAYE Your new company Local public sector client based in Guildford looking for an experienced IT Service Desk Analyst to join their growing infrastructure support team. Your new role The IT Senior Service Desk Analyst is the technical expert within the IT Service Desk and provides a point of escalation for IT Service Desk Analysts in relation to technical queries. They will improve and enhance customer experience by ensuring that their colleagues have the knowledge, skills and tools they need to achieve a high first-time fix rate. They will be the conduit between the IT Service Desk and other departmental teams and will work with them to restore service as quickly as possible or provision services according to customer requirements. The position requires a high level of technical analysis and diagnostic abilities, attention to detail, excellent customer service skills and the taking of responsibility of calls. Responsibilities: Be the technical specialist within the IT Service Desk providing a technical escalation path for the IT Service Desk Analysts. Be 'gatekeeper' ensuring that only true 2nd line support calls are transferred to other teams Work with other teams to ensure the IT Service Desk Analysts have the skills and tools to enable them to achieve at least a 75% first time fix rate Be proactive in identifying, recommending and implementing technical and service efficiency improvements Be responsible for providing the necessary technical supporting documentation and training within the IT Service Desk Maintain accurate, current and relevant IT Service Desk information on the SharePoint portal Identify and analyse common trends and work with other IT Teams to identify workarounds, permanent fixes and root cause analysis 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 Management tool, including categorisation and priority Perform password resets on a variety of applications as described in the Service Catalogue Provide "how to" assistance on internally supported devices, applications and systems as described in the Service Catalogue 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 Manage the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides Ensure operational readiness plans for new services are documented, implemented and tested where required including handover, training and transition plans. 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 What you'll need to succeed Experience working in a 1st/2nd line support position Excellent customer service Ability to work under pressure and manage workload effectively What you'll get in return The opportunity to work with a public sector client through a difficult time and help with a busy infrastructure team on process improvement projects. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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