Service Desk Analyst
6 months
£111.59 per day (Inside IR35)
Fully on-site working in Yorkshire

As ICT Service Desk Analyst, you will be an integral part of the Service Delivery team, you will provide response to managing incidents and service requests supporting the ICT technology strategy and road map. You will work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability working closely with the wider ICT Team. You will work to ensure all Service Delivery components of the service catalogue in line with the associated key performance indicators and following EnableNY processes and policies. You will contribute to work falling outside the service catalogue supporting projects and commissioned work as directed by the line management.

Key Responsibilities in this role

• Providing technical support responding to enquires, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self service.
• Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
• Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs.
• Identify and promote to line management any opportunities to innovate, advance and improve service transition life cycle to support the business requirements of the organisation.
• Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
• Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
• Ensure that the service support manager is kept informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
• Contribute to the development and implementation of service support processes and compliance requirements.
• To support line management when consulting with clients with respect to all service support activities.
• Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.
• Attend and actively participate in meetings, events, seminars, and training regarding service support services.
• Contribute and promote knowledge library ensuring all submissions follow policy and process with attention to detail when documenting creating knowledge articles.

• To succeed in this role, you will be educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy, multidisciplined ICT service.
• You will have a knowledge of incident and request fulfilment processes with a good attention to detail.
• You will be a problem solver with analytical skills in a highly technical customer-focused service environment.
• With good communication skills, you will be able to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
• You will be able to communicate in the appropriate style and language with a wide range of contacts

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.