Service Desk Analyst – £7.51 per hour
Finance and Central Services
ICT Services
Service Desk Analyst
POST:
Service Desk Analyst
GRADE:
Band 6
RESPONSIBLE TO:
Service Desk Supervisor
STAFF MANAGED:
None
POST REF:
FS0476
JOB FAMILY:
JF3
JOB PURPOSE:
The job holder will ensure customer satisfaction by working in partnership with the Customer to deliver ICT support services in a professional and efficient manner. They will ensure that all ICT related calls are logged accurately and efficiently and resolved within Service Level Agreement (SLA).
JOB CONTEXT:
- The job operates within the ICT Services Service Desk and provides a single point of contact to all users of ICT systems and services.
- The ICT Service Desk works in partnership with the Service Desk Industry (SDI) to deliver industry standard good practice for customer service.
- The service desk is formerly certified as a 3 star operation by SDI and as such is committed to delivering a consistently high level of service.
- The ICT Service Desk also works in partnership with the internal ICT teams, the Client Officers and the Customer Service Centre as well as external 3rd party suppliers.
- Enhanced eCRB clearance is required for this post.
ACCOUNTABILITIES / MAIN RESPONSIBILITIES
Communication
- Achieve excellence in customer service by ensuring all customer contact is conducted in a polite and professional manner to SDI certification standard, including listening, negotiating, analysing and rapport building skills.
- Liaise with out-of-hours Support Team regarding overnight problems, and conduct handover exercise prior to handover each day
- Liaise with support teams on call status and progression, including 3rd parties
- Escalate major/high priority incidents to appropriate management as per the ICT services escalation procedure
- Escalate customer issues and complaints to appropriate management as per the ICT Services complaints procedure
- To ensure end user satisfaction by maintaining frequent communication regarding incident status and providing up-dates and notice of resolutions
- Identify and communicate requirements for changed processes in order to improve Service Delivery.
Partnership or Corporate Working
- Work in partnership with NYCC teams such as the web team, CYPS systems team, the print room, EDRMS and the Lagan team to receive, resolve and log incidents relating to their systems and services.
- Work with external 3rd party suppliers such as ComputaCentre to arrange for off site hardware calls to be visited by field services engineers.
- Partnership working with districts to share systems and services
- Work in conjunction with service desk supervisor and SDI to identify areas of improvement and increase certification score
- Strive to build relationships with other organisations via SDI who wish to share knowledge and experience on the ITIL framework and SDI certification requirements
Incident management
- Responsible for ensuring a high level of incident ownership by logging, resolving, progressing and managing all incidents to a satisfactory conclusion using the service management solution.
- To maintain agreed service levels for telephone answering, abandoned call rates, and email responses
- Utilise available technologies (remote view, iManager etc) to provide a first line service, diagnosing and resolving incidents on first contact to meet team’s performance target, or assigning to relevant Support Team for action
- To ensure all calls and emails are logged on the Incident Management System and any that cannot be resolved on first contact are forwarded to the relevant Support Team for action
- To actively monitor incoming call volumes and abandon rates on ACD real time display to ensure optimum resource utilisation
- To maintain a sound knowledge of current and future technologies by conducting personal research on internet, computing journals, press releases etc.
- To send out customer satisfaction surveys to agreed percentage of customer base in order to receive valuable feedback from customer on ICT service perception
- Conduct a handover exercise with out of hours support at the beginning and end of each working day, sharing information relating to issues which may affect either party.
- Manage customer complaints effectively by utilising customer service skills to gain a full understanding of the issue and increase the customer’s confidence in the service.
Systems and Information
- Log all incidents and service access requests on the service management solution (EPIC) ensuring they are accurate and logged in accordance with policies and procedures.
- Actively use the knowledge base on sharepoint to look up fixes for technical issues and add any additional information you become aware of from the technical teams.
- Monitor Castlerock to identify any network performance issues and escalate following the major incident and problem management processes
- Use Console One to reset passwords ensuring ICT security policies are complied to
- Monitor contact centre client to ensure incoming call volumes are effectively managed and calls are answered within SLA.
- Maintain a sound knowledge of current and future technologies by conducting personal research on the internet, computing journals, press releases etc.
- Show an outward commitment to self-learning and development in line with service desk objectives and personal development plan requirements
- Apply knowledge gained from training, in particular SDI and ITIL to make recommendations for improvements to processes and service delivery.
- Maintain and develop personal team knowledge and expertise associated with applications specific to customer environments for example ICS, Lagan etc.
Skills Development
- Utilise other available technologies available on the service desk to resolve incidents on first contact, for example resetting Titan voicemail pin codes, Lagan passwords, ICS passwords etc.
Administration
- Adhere to NYCC’s email, internet and ICT security policies as detailed on the corporate intranet site.
- Carry out administrative tasks as required, including active monitoring and actioning of ICT service desk email and incident inboxes.
- Ensure Service Access Requests (SARs) and Internet Authorisation Request Forms are processed and tracked to ensure completion within SLA
- Provide input to the on site procedures manual identifying any potential changes or additions required
- Participate in team meetings, chairing or taking minutes as required
- Ensure accurate and timely completion of personnel forms (holiday, sickness, overtime etc)
- Provide input to the on site procedures manual identifying any potential changes or additions required
Data Protection
- To comply with the county council’s policies and supporting documentation in relation to data protection, information security and confidentiality.
Health and Safety
- Be aware of and implement your health and safety responsibilities as an employee and where appropriate any additional specialist or managerial health and safety responsibilities as defined in the health and safety policy and procedure.
- To work with colleagues and others to maintain health, safety and welfare within the working environment.
Equalities
- We aim to make sure that services are provided fairly to all sections of our community, and that all our existing and future employees have equal opportunities.
- Within own area of responsibility work in accordance with the aims of the Equality Policy Statement
Flexibility
· North Yorkshire County Council provides front line services, which recognises the need to respond flexibly to changing demands and circumstances. Whilst this job outline provides a summary of the post, this may need to be adapted or adjusted to meet changing circumstances. Such changes would be commensurate with the grading of the post and would be subject to consultation. All staff are required to comply with county council policies and procedures.
Customer Service
· The County Council requires a commitment to equity of access and outcomes, this will include due regard to equality, diversity, dignity, respect and human rights and working with others to keep vulnerable people safe from abuse and mistreatment.
- The County Council requires that staff offer the best level of service to their customers and behave in a way that gives them confidence. Customers will be treated as individuals, with respect for their diversity, culture and values.
April 24, 2010
• Tags: North Yorks. Job in North Yorkshire, Northallerton, Service Desk Analyst, Yorkshire Uk, £7.51 per hour • Posted in: General