Job Description

IT Service Desk Analyst Outline of Role: The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the HQ site at Gilwell as well as remote users at other offices and home workers. Responsibilities

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Receiving, logging and managing calls from internal staff via telephone and email

Maintaining an Asset Database and track changes

1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers

Troubleshoot basic network issues such as ADSL broadband issues

Escalate unresolved calls to the infrastructure support team

Log all calls in the Service Desk Call Logging system (SCSM)

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

Provide stats for the weekly Service Desk report on call trends

Publishing support documentation to assist staff with requests for information & provide staff training if required

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

Blackberry account management and provision

To arrange for external technical support where problems cannot be resolved in house Qualifications:

An ITIL qualification is preferable but not essential

MCP certification would be desirable Requirements

Excellent communication skills and telephone manner. Excellent organisational skills 2 years previous IT Service Desk and/or Call Centre experience required

Incident Management experience – Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007

Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Must have a full UK driving license

CRB Security Check required