Service Desk Analyst

Main Duties and Responsibilities Incident Management Record incidents and service requests on the Trusts computerised fault-logging system Escalate incidents to second / third line support or third party service providers, as appropriate. Progress calls, ensuring that they are resolved quickly and effectively. Problem Management. Analyse and resolve technical problems and give users advice and guidance Remote install software, observing license policy and availability Record problems and resolutions on the Trusts computerised fault-logging system Update the Trusts hardware and license asset registers Network administration. Create and maintain network and email accounts Communications The IT Support Analyst is a highly effective communicator. He /she will have empathy for employees who are experiencing difficulties with Information Technology and will work hard to present a positive caring image of the department. He/she will explain technical issues in easily understandable terms to put users at ease and modify his/her style of communication in order to overcome barriers to understanding. IT Support requests may be received by email, telephone or in person so the IT Support Analyst will be skilled in all forms of communication, be it written, verbal or body language. All IT Support requests are recorded on the Trusts computerised support system (Manageengine - Service Desk Plus). Calls must be concise and accurate with sufficient detail to effectively inform colleagues. He/she will ensure that incidents are escalated to second line support where necessary, ensuring that the priority and urgency is understood, and that the end-user is regularly informed of progress. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.