ICT Service Desk Analyst x2
A great opportunity has arisen to join Bristol City Council Digital Transformation during a period of exciting change within IT as we commence migration to Windows 10, Office 365 and Cloud Based solutions.
We require two enthusiastic, self-motivated and highly organised individuals to join our IT Service Desk on a permanent basis. Being based in City Hall and having a flexible approach to working, the individual will have some understanding of IT Systems and be comfortable in providing the highest level of customer Service.
The IT Service Desk Analyst is the first point of contact for the Users who contact our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with expertise to resolve Incidents and Requests in a timely fashion. The Service Desk Analyst escalates unresolved problems/issues/requests to the 2nd or 3rdline support teams as necessary. The individual must be capable of troubleshooting basic end User issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Specific duties include:
- Primary responsibility is User support and customer service.
- Respond to questions from emails and callers.
- Follow standard Service Desk operating procedures and accurately log all Service Desk tickets.
- Become familiar with the Service Desk policies and services.
- Work closely and effectively with other IT Service Delivery teams in 2nd and 3rd line support for escalations and issues that are unable to be resolved by the Service Desk.
- Take ownership and responsibility of an issue from start through to a successful resolution.
- Is able to demonstrate knowledge of diversity and equalities issues in accordance with Bristol City Council’s Equalities & Equal opportunities policy
- Excellent oral and written skills.
- Ability to provide technical support over the phone; good telephone skills.
- Good problem solving skills, ability to visualise a problem or situation and think abstractly to solve it.
- Ability to handle constantly changing flows of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during difficult situations.
- Familiarity with the fundamental principles of ITIL and SLA’s.
- Able to build good working relationships with team members and to work with or without direct supervision.