Service Desk Analyst - Bedford
Full Time
Hybrid
Salary - £38,000
* Provision of first line support for all ICT incidents, requests and changes across all communication channels for the Council, its elected members, shared services and partner agencies.
* Ensure support provided meets all defined service level agreements.
* Manage and Support Provision of user, software and asset lifecycle management.
* Ensure resources are utilised effectively and ensure a quality service is delivered with best value for Council and customers.
* Progress of Incidents, Requests and changes against Key Performance Indicators (KPI).
* Ensure support provided meets all defined service level agreements.
* Project manage, under supervision of the Service Desk Lead, relevant projects with a hands-on approach,
* Ensuring that all interactions with users of the service are handled in an efficient and courteous manner.
* Support provided is of a professional standard ensuring that high levels of customer satisfaction are maintained.
* Hand over to Support Process. (HOTS)
* Ensure systems transitioning from project to support are handed over with sufficient documentation.
* Status of key systems provided by Technology.
* Ensure key systems are proactively monitored.
* Mentoring and guidance for other less experienced support staff.
* Continuous improvement of skills within the support team.
* Ensure a high standard of knowledge articles are created and readily accessible.