BAND 4 IT SERVICE DESK ANALYST
Staffline are currently recruiting for a Band 4 IT Service Desk Analyst to work on a temporary contract within the Public Sector Belfast. The post holder will work as part of the team providing first level support and technical services in relation to the timely resolution of Incidents and Service Requests. The service desk analyst will ensure that all relevant policies and service desk procedures are followed, that work is undertaken according to priorities and predetermined standards and that other team members update the service desk system as necessary.
Complete tasks assigned by the Service Desk Team Leader, ensuring that these are carried out in accordance with appropriate protocols and procedures and ensuring that appropriate quality standards are maintained at all times.
Work as a member of the Service Desk function for systems support, which will include technical trouble shooting and ensuring that the appropriate technical solutions are applied at all times.
Work as a member of the Service Desk Team in order that the team delivers a prompt and knowledgeable service to keep any downtime of ICT equipment and connectivity to the network services, to a minimum.
Manage user expectations in accordance with relevant Service Level Agreements (SLAs) and Trust priorities.
Participate in the operation of the service desk system within the service desk team. This will include the completing assigned incidents and work requests, ensuring that relevant protocols and procedures are adhered to and any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner.
The service desk analyst will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs.
Attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance with all HSC and Trust policies and procedures.
Comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all trust information and prevent the unauthorised access to Trust information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents.
Participate in Working Groups and Project Teams as required by the service desk leader.
Assist as required, in the specification, procurement and installation of hardware and software.
Keep abreast of new developments in IT in order to ensure that possible benefits to the Trust are identified and considered.
Liaise closely with all third party hardware, software and service providers, ensuring compliance with all relevant service level agreements and/or /contracts.
Follow all specified quality standards, processes and procedures (e.g. ITIL) in order that information reports generated from the service desk system are timely, relevant and accurate.
Participate in any service desk rota to ensure that the service desk office is attended at all times, particularly during holiday periods.
Experience / Qualifications
A computer related qualification - degree/HND level or above plus 1 years relevant experience in providing IT support.
- Two years' experience in providing IT Support.
- A working knowledge in Data communications networks and TCP/IP
- A working knowledge in Microsoft Office (e.g. 20013/2016/0ffice 365)
- A working knowledge in E-mail Services (Exchange) and Internet Access Configuration
- A working knowledge in Microsoft Windows (e.g. XP/Vista/Windows 8.1/ Windows 10)
- A working knowledge in Active Directory
- A working knowledge of computer hardware and software.
- An ability to develop and present ideas.
- Excellent interpersonal skills.
- Ability to meet deadlines.
- Knowledge of ITIL Best Practice in relation to ICT Service Support.
- Driving Licence and access to a car 'Where disability prohibits driving, this criteria will be waived if the applicant is able to organise suitable alternative arrangements'
If you have the relevant experience please apply with CV to the link below. Due to the high volume of applications we will be unable to respondo every application: