Service Desk Analyst

About Us:Join our dynamic Service Management Team within Digital Services. We are committed to delivering proactive and agile services that enhance the efficiency and effectiveness of our council's operations. We are seeking a skilled and motivated Service Desk Analyst to provide first-line support and ensure our digital services meet the highest standards.

Key Responsibilities:

1st Line ICT Support: Provide first-line ICT support to council ICT users and external partners, ensuring service levels are met and offering feedback on automation and user education to reduce tickets.

Service Desk Management: Utilise the Service Desk Management Tool to record, monitor, and resolve incidents and service requests, improving first contact resolutions.

Incident Ownership: Take ownership of assigned incidents, conduct necessary research, and collaborate with the Service Delivery team to resolve issues, escalating when necessary.

Knowledge Management: Develop, maintain, and update knowledge articles to ensure they are current and accessible.

Priority Support: Give special attention to supporting Council Members and Executive officers, keeping managers informed and prioritising their requests.

Guidance and Mentoring: Provide guidance and support to Digital Service members, sharing skills and knowledge.

Trend Escalation: Escalate unusual trends in incidents to the Service Desk Team Leader to ensure timely and effective resolution.

Flexible Support: Demonstrate flexibility in assisting with various activities within the Service Delivery function.

Qualifications and Experience:

Essential:

Considerable experience providing ICT support for critical systems and solutions.

Proven experience in ICT 2nd and 3rd line support functions.

Strong technical knowledge for resolving ICT issues.

Experience with ICT Service Desk and Service Desk Management Solutions.

Excellent communication skills for negotiating, persuading, and influencing outcomes.

Ability to critically analyse and evaluate, make recommendations, and present complex data.

Strong IT skills and the ability to work creatively under pressure.

Desirable:

Experience advising non-Digital Services colleagues and presenting reports/business cases.

Experience developing and maintaining knowledge articles and conducting research for technical problem resolution.

Knowledge of ICT systems used across the council and Digital Services for driving change.

Personal Attributes:

Commitment to high levels of customer service and promoting a 'Customer First' culture.

Excellent interpersonal, problem-solving, and decision-making skills.

Ability to build relationships, guide, coach, and influence others.

High-level communication and presentation skills for advising non-technical audiences.

Proven collaborative skills and commitment to continuous improvement.

Education and Certifications:

Relevant degree or equivalent recognised ICT qualification or relevant experience in a similar role.

ITILv4 Foundation and CompTIA+ certifications are desirable.

Provisional Interview Date: 9 October 2024

Due to this post having administrative privileges within the Council's IT systems, and in order to comply with the Public Services Network requirements, the successful candidate will be required to undertake a Basic criminal record check. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information provided. Click here to see our policy on criminal background checks.

Apply now and take the first step towards a fulfilling career with us! By joining Derbyshire County Council you will have access to a range of amazing rewards and employee benefits, including our generous annual leave scheme, excellent local government pension and fantastic employee discounts. To discover more detail about the rewards and benefits available to you, click here

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