Senior Service Desk Analyst

Job Description

Job Description POSITION PURPOSE To provide an effective and efficient Service Desk service as a central point of contact between end users and the Information Services for the reporting and resolution of incidents and service requests. The Senior Service Desk Analyst role is responsible for the successful service delivery of their shift , successful shift handover and acts as the first escalation point for Service Desk Analysts providing advice and guidance as required. KEY RESPONSIBILITY Call Management Call logging , classification , prioritization and assignment Case Management Track and manage calls from receipt , to resolution , to closure Escalate any calls upon approach of , or passing , service level agreements or targets Perform final closure of all incidents and ensure resolution steps are documented.Measures Achievement of SLAs Positive customer feedback and minimal management escalations Audit and coaching results Incident & Request Management Resolution of Incidents Troubleshoot incidents through telephone or remote support. Escalate incidents to other support groups where appropriate , in a timely manner Fulfillment of Service Requests AD accounts and groups Add , change and delete Reset passwords & unlock accounts Map user drives Deploy PC software via group policy Provide advice to users on Core PC applications , especially Office and Outlook Escalate service requests to other support groups where the Service Desk cannot fulfil the request (or part thereof) Provide user notifications and general announcements upon service degradation and outages (planned & unplanned)Measures Achievement of SLAs Positive customer feedback and minimal management escalations Audit and coaching results Systems Operations Perform system checks and monitoring as documented by system administrators/ IT Operations Measures System health and system events reported in a timely manner to IT Operations.Knowledge Management Contribute knowledge management articles to IS portal(s) for User and Technical Support Measures Number of articles authored Most viewed or most useful rating Client Relationships Respond promptly to any issues that directly impact the customers experience Ensure a friendly , open , professional manner is maintained at all times.Measures Client feedback Teamwork Actively develops and maintains strong relationships with key users and Information Services colleagues. Work closely with the other Service Desk Analysts and members of the Information Services team to effect process improvement. Contribute to a well - balanced team by participating in team goals , involving others when necessary and covering other team responsibilities when required. Contribute to a fun , supportive and enjoyable working environment.Measures Attendance and participation in meetings Peer reviewAdministration Generate and analyse required IS metric reports Assist with the communication , managing compliance with and maintenance of IDP s IT Policies and ProceduresMeasures Required reports generated accurately and on a timely basis IDP staff aware of IT Policies and ProceduresBusiness Acumen Demonstrate broad understanding of IDP s business. Constantly looking for opportunities to improve business performance through improvements to support processes. Recommend business decisions based on knowledge across and outside company of modern IS service management.Measures Appropriate assessment of business impacts of requests and incidents. Identifies opportunities to achieve efficiency gains Leadership Show drive and initiative in dealing with support teams and the business to achieve business outcomes for IDP Show drive and initiative in resolving business problems Contribute to the provision of a safe work environment Demonstrate and encourage appropriate behaviours within the team and externally (where appropriate) consistent with IDP approved values Measures Role is valued by the Support Services Manager and Other Senior Service Desk Analysts RELATIONSHIPS Internal Information Services Management team Information Services Staff IDP users world wide External Vendors and Suppliers External Contractors Customers and clients PERSON SPECIFICATION Essential Requirements: EDUCATION AND EXPERIENCE: Bachelors degree and 3 years of relevant experience , or a combination of education and relevant experience. KNOWLEDGE , SKILLS AND ABILITIES: Knowledge and over 3 years experience working in a Service Desk supporting a global organisation Willing to work a 24x7 rotational shift and have shift lead responsibilities. Analysis and problem - solving skills to quickly identify issues and implement improvements Technical computing skills in a variety of operating systems for software and hardware Customer service skills Strong and fluent communication skills in English (verbal and written) Highly developed communication skills for dealing with enquiries and supporting staff in Information Services The ability to both take direction while also working independently in a fast - paced environment Strong time management and the ability to manage shifting priorities for themselves and others. Experience working under pressure and organising work priorities Interpersonal skills , particularly negotiation and facilitation , to recognize staff needs and ways to satisfy them and maintain good relations with IDP staff and suppliers. The ability to troubleshoot and resolve desktop issuesADDITIONAL REQUIREMENTS: Prior experience in Service - Now or similar ITSM tool ITIL Foundation v3 Certification Strong understanding of Windows 7 and above Operating systems Microsoft Office 2007 - 2013 Internet Explorer and other browsers Microsoft Outlook client and Web Access Understanding of mobile device configuration including Blackberry , iPhone and iPad. Basic working knowledge of: Microsoft Office365 , Exchange , Active Directory and Sharepoint administration DNS , Group policies and domain controllers Solid PC networking concepts understanding Installation and configuration of PC peripherals SCCMDesirable Requirements: Knowledge of SAP Enterprise systems or other CRM or (SaaS) applications. Understanding of websites and web applications Understanding of relational database concepts and SQL Understanding of cloud based hosting Understanding of Network topology MCSE/ MCSA/ CCNA/ CCNP Certifications The ability to prepare end - user and/ or technical documentation Ability to develop and deliver end user training Knowledge of student placement and English language testing services,

Keyskills :
troubleshooting icrosoftoffice servicedelivery timemanagement servicelevel windows7 technicalsupport calllogging servicedesk activedirectory customerservice supportservices