Customer Services / Administrator

ICT Service Desk Analyst

Esher

Contract
£16.56 per hour

Our client is looking for an experienced ICT Service Desk Analyst

You will be a confident, effective communicator, passionate about customer service excellence with a proven track record of experience in an IT technical environment. 

This is one of many roles we are recruiting for please visit our website colbernlimited co uk

1. To provide operational and technical support to 400 + end users across all Council departments, with responsibility of supporting Windows 11 laptops, docking stations, end-user devices, MFD’s and mobile devices (iPad and iPhone).  Configuration, installation and support of all hardware and software supplied to the end user. Support for the MS 365 suite. 
2. Provide support and cover on the ICT Service Desk to support the technical function of the organisation as a whole.
3. To proactively work with customers to suggest better ways of working and taking time to understand customer needs and requirements.
4. Liaise with the Digital Development and Infrastructure teams and third-party partners when required.

Specific duties and responsibilities

1. Monitor the ICT Service desk tickets, incidents and service requests, via the online portal. Ensure the logging of all incidents and requests have the appropriate level of information and are in line with the ICT Service Level Agreements.
2. To proactively communicate with customers as needed, in a highly customer focused manner, face to face, over the telephone, via email and the Service desk online portal.
3. Follow ICT Service Desk set procedures for logging and monitoring all support calls.
4. Taking ownership of tickets and ensuring successful completion within stated SLA, escalating of incidents and requests to third parties and colleagues where necessary.
5. Provide remote support to internal and external customers.  If requested provide desktop support and support at remote sites, e.g. Depot.
6. Provide advice, guidance and training to the end users on the operation and use of the authority's corporate desktop and office systems software.
7. Assist with knowledge transfer across the teams.
8. Work a shift rota of early or late to cover the support hours required for the ICT Service Desk.  When required cover absent shifts, possibly at short notice.
9. Administer ICT Training Room bookings, checking availability of room and compatibility of software required for training.
10. Assist third party support to gain remote access to the EBC servers and systems.  When necessary, supervise third party support on-site engineers, assisting engineers to clear faults.
11. Run various regular routine procedure jobs, as set out in the ICT Service Desk support shift duties, updating records accordingly.

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities.  Colbern Limited along with our clients are an equal opportunities employer