Job Title: Service Desk Analyst

Job description

Job title: Service Desk Analyst

Reporting to: Services Desk Team Leader

Job family: Technology

Pay level: C1

Role purpose

To deliver a consistent high quality and ICT Service Desk support for customers of NMC ICT services, enabling and facilitating them in safeguarding the health and wellbeing of the public.

Key accountabilities

General responsibilities

·  Provision of telephone, desk side, and remote support

·  Handle telephone, in-person, email, electronic and other requests, from service customers in a professional manner.

·  Communicate updates and set clear service expectations with service customers

·  Promote the Service Desk a single point of contact for customer ICT needs, taking ownership for all logged incidents and service requests.

·  Ensure all service requests and incidents are successfully and accurately recorded and managed in the Service Desk’s incident management system.

·  Identify, categorise, prioritise, diagnose and resolve ICT service incidents and service requests. Incidents and service requests should be prioritised and dealt with according to agreed business priorities or customer needs.

·  Resolve incidents and service requests whenever possible at first line. Observing and meeting any agreed first contact response and resolution targets.

·  Monitor and escalate incidents and service requests that can not be resolved at first or second line.

·  Work with other ICT staff and third line support teams effectively (including internal development teams, business stakeholders, external partners, suppliers or other resolver groups) to ensure delivery of end-to-end ICT support services.

·  Manage 3rd party suppliers communications and responses, ensuring effective and timebound resolutions

·  Observe ICT service levels and achieve targets whilst working as part of a team to deliver consistent service, escalating incidents and service requests before they breach

·  Perform daily checks to ensure scheduled and routine tasks have been completed.

·  Maintain the ICT asset register

·  Communicate ICT service announcements to the business

·  Contribute towards the maintenance and, upkeep of the ICT knowledge base for procedures, routine tasks and incident resolutions.

·  Closure of incidents and service requests resolved by other IT resolver groups, confirming closures details and acceptance with customers.

·  Provide training and advice to end users on new technologies and services (where required).

·  Contribute and work towards the ICT and Service Desk’s continuous service improvement plans

·  Contribute to the ICT Services reports

·  Act up to cover ICT Service Desk Team Leader and represent the Service Desk at team and departmental meetings, when required to do so.

·  To act as mentor to less experienced team members to improve team knowledge, ability and execution of processes and tasks.

·  Work on a rotation schedule covering service hours. Occasional work outside of these hours will be required to meet the needs of the business. . Service hours are currently defined as 07:00 to 18:30, Monday to Friday.

Technical responsibilities

·  Administer the creation and management of users on the IP telephony systems.

·  Install, configure and maintain NMC computer related hardware and software.

·  Provide administration, create and maintain user accounts on the Microsoft Exchange mail system.

·  Create and maintain user accounts on the Active Directory structure.

·  Create and maintain user accounts on NMC business applications

·  Perform occasional server administration including house keeping of storage space.

·  Provide administration and support tasks using VPN & remote access tools

·  Perform administration of the RSA token system.

·  Assist in disaster recovery planning, testing and invocation

·  Deliver first and second line support for NMC’s ICT applications and services (effectively and in accordance with agreed service levels, standards and processes).

·  Provide applications support and guidance which may include installation of software, service packs and upgrades.

·  Support the Problem Management function in the root cause analysis of problems (reduction of incidents by fixing underlying problems and developing workarounds to known errors).

·  Escalate issues which are beyond the jobholder’s technical capability or resource capacity in an effective manner to optimise the quality of service provided to the NMC.

·  Occasional work with project teams to define, test and implement new solutions and services.,

·  Undertake service analysis, proactive service monitoring or project activities as assigned.

·  Support ICT Services Technical Trainer by ensuring that appropriate levels of technical and procedural knowledge and documentation are present within the team.

Standard responsibilities

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

·  Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.

·  Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.

·  Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.

·  Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.

·  Comply with the principles of risk management in relation to individual and corporate responsibilities.

·  Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job title: Service Desk Analyst

Qualifications and experience

·  Demonstrable experience of Service Desk, ICT support and break fix.

·  Demonstrable experience of working to Service Level Agreements.

·  Demonstrable experience of working with ITSM tools such as (Numara Footprints, Remedy, Service Now, Heat, etc.)

·  Proven technical experience in user and account profile management.

·  This technical role requires a working knowledge of:

o  MS SQL Sever

o  MS Windows Server

o  Active Directory

o  Windows 7

o  Fully proficient in MS Office

o  VMware Horizon Mirage Desktop and laptop builds

·  Experience of incident, change and problem management processes

·  Experience of working within an ITIL and PRINCE2 environment desirable.

Knowledge, skills and abilities

·  Excellent customer, decision-making, diagnosis and solving skills.

·  Able to use initiative and meet challenging deadlines.

·  Ability to work autonomously and as part of a team.

·  Attention to detail to follow and update work instructions.

·  Encourages and adopts team goals and actively encourages teamwork by providing support and assistance to others when they require it.

·  Excellent time management and organisational skills with the ability to achieve results

·  Excellent communication skills, listening, verbal and written, with the ability to communicate at all levels of the organisation

·  Ensures that excellent and consistent service is an integrated part of his/her own work

·  Ability to prioritise, plan and organise own workload to meet deadlines

·  Discrete, confidential, diplomatic and tactful.

·  Structured, logical, patient and resilient

·  Excellent analytical skills, taking a proactive attitude in the work

·  An effective team player

·  Strong focus on customer service with ability to manage customer expectations

·  Ability to work on a rota basis

Personal qualities

·  Highly motivated with a flexible approach

·  A commitment to, and understanding of the importance of equality and opportunity within the environment that the NMC operates

·  A willingness to continually develop levels of knowledge

·  Keen to develop and maintain strong working relationships with NMC service customers, internal ICT teams and suppliers.

Corporate Services April 2014 Page 2 of 4