Connect2Luton are excited to recruit a Service Desk Analyst on behalf of Luton Borough Council.
Main purpose of position:
On an operational level the role will respond to Incidents and Service Requests (including Major Incidents). They will contribute to the resolution of Incidents and Service Requests problems identified and building solutions for the knowledge base.
Within the day-to-day service the role will contribute to the delivery of continuous improvement of the process and supporting systems into the Authority. The post holder will be part of a team and will be assisting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers' issues or requests with professional attitude. Responsible for the triage and actions on both Incidents and Service Requests received by the Service. The post can greatly influence the direction and success of general day to day operation of the Service.
The role will be a system administrator for the Councils corporate IT Service Management tool and assisting with the maintenance of access control of circa 3500 user accounts across the Council's 150+ sites which include libraries, schools, community centres, social services establishments as well as the Council's main central offices.
As a Service Desk Analyst, you will be responsible to:
- Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool. Ensuring accurate and necessary information is obtained and appropriate categorisation for incidents and requests is applied and promptly allocates ticket.
- Investigate first stage diagnostic on all tickets, acting on own initiative, within stated guidelines and in conjunction with other members of the team. Apply skills to resolve all assigned incidents before referring to application and/or technical support.
- Administration of categorised Service Requests (e.g. New Starter, Leaver and transfers) relating to access to Luton's Windows Active Directory structure, primary email systems, ensuring that a full audit trail of changes are maintained within Active Directory and the IT Service Management tools.
- Follows up reported complex incidents to ensure timely resolution or escalation, and promptly communicate on progress to end-user, requests are fulfilled, and the customer communication is complete.
- Ensure that incidents and requests are handled in accordance to agreed SLAs. Develop and maintain a comprehensive knowledge base, including technical articles and self-help guides for end-users.
- Collaborate with other IT&S teams to ensure the seamless operation of IT services.
- Continuously seek opportunities for process improvement and efficiency gains within the IT Service Desk function.
Skills and Experience:
- Demonstrable experience of providing IT Customer support in the following areas
- Demonstrable experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail
- Some experience technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
- Able to administer Windows AD file system security settings
- Able to work accurately and meet deadlines with limited supervision
- Able to deal politely and tactfully with a wide range of people
- Able to maintain accurate hardcopy and computerised records
- Demonstrable knowledge and understanding of equal opportunities and its integration into service delivery
- Demonstrable understanding and operational knowledge of ITSM frameworks e.g. ITIL v3 or 4
- Demonstrable experience of ITSM tooling administration
- Working hours will be on a rota basis between 7am and 7pm Monday to Friday
About Us
Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.
Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.
We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.
Connect2Luton, part of Luton Borough Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.