Overview
Connect2Luton are excited to recruit a Service Desk Analyst on behalf of Luton Borough Council.
The main purpose of the position is to respond to Incidents and Service Requests (including Major Incidents), contribute to the resolution of Incidents and Service Requests, and assist with the continuous improvement of processes and supporting systems within the Authority. The post holder will be part of a team, supporting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers' issues or requests with a professional attitude. The role will be a system administrator for the Council's corporate IT Service Management tool and assist with the maintenance of access control for circa 3500 user accounts across 150+ sites, including libraries, schools, community centres, social services establishments, and the Council's main central offices.
Responsibilities
* Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool.
* Ensure accurate and necessary information is obtained, apply appropriate categorisation for incidents and requests, and promptly allocate tickets.
* Investigate first stage diagnostics on all tickets, act on own initiative within stated guidelines, and collaborate with other team members. Apply skills to resolve incidents before referring to application and/or technical support.
* Administer categorised Service Requests (e.g. New Starter, Leaver and transfers) relating to access to Luton's Windows Active Directory structure and primary email systems, ensuring a full audit trail of changes is maintained within Active Directory and the ITSM tools.
* Follow up reported complex incidents to ensure timely resolution or escalation, and communicate progress to end-users; fulfill requests and ensure customer communications are complete.
* Ensure incidents and requests are handled in accordance with agreed SLAs. Develop and maintain a comprehensive knowledge base with technical articles and self-help guides for end-users.
Skills and Experience
* Demonstrable experience of providing IT customer support.
* Demonstrable experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail.
* Some experience with enterprise-level computing, mobile devices, supported Microsoft operating systems, business software, and office productivity tools.
* Ability to manage Windows Active Directory and Microsoft Exchange (On-premises and Azure/Exchange, Office 365 solutions).
* Ability to administer Windows AD file system security settings.
* Ability to maintain accurate hardcopy and computerized records.
* Proficiency in Microsoft Office or equivalent applications.
* Demonstrable understanding and operational knowledge of ITSM frameworks such as ITIL v3 or v4; demonstrable experience of ITSM tooling administration.
Working Arrangements
Working hours will be on a rota basis between 7am and 7pm, Monday to Friday.
About Us
Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for contingent temporary agency, contract, and interim roles at the Council. We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates. Connect2Luton is a trading style of Luton & Kent Commercial Services LLP, a joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.
Additional Information
* Seniority level: Entry level
* Employment type: Temporary
* Job function: Information Technology
* Industries: Technology, Information and Internet
#J-18808-Ljbffr