The overall purpose of the Service Desk Analyst role is to help make sure we have the IT infrastructure, hardware and support we need to deliver a great service to our customers, by providing excellent 1st and 2nd line support to colleagues, working closely with the team and suppliers to diagnose and resolve issues.
Key responsibilities and accountabilities
Specific objectives and deliverables will be agreed with the management team, the points below are a summary of the main responsibilities and accountabilities.
- Provide a single point of contact for any colleagues who need help with IT;
- Provide first and second tier technical support including troubleshooting and repair of local and remote computers, password resets, application, network and telephony issues, call logging and resolution for our customers;
- Manage incidents and service requests, using your technical skills to resolve as many as possible at the first point of contact and keep clear and consistent records;
- Work closely with colleagues and suppliers to diagnose, troubleshoot and resolve incidents and problems as soon as possible;
- Using your insight into our customers to help improve our products and services;
- Follow established processes and procedures to deliver consistent reliable services.
Other
- Proactively work with cross organisational colleagues to create a high support, high challenge environment;
- Actively participate in development and seek to deliver a high performing results with a focus on effective and efficient processes and continuous improvement;
- Ensure that all work is completed to deliver excellence, efficiency, integrity, compliance and quality;
- Support in the effective delivery of the operational plan for the IT, Digital and Data function, to demonstrate interest in the Bridgend borough, social housing and our customers;
- Work at all times in line with Valleys to Coasts values and behaviour frameworks to ensure we are a genuinely values led organisation;
- Support and work with your colleagues in your teams and networks to deliver team and organisational objectives;
- Complete all required mandatory training and continual professional development in line with the requirements of the role;
- Take responsibility for the health and safety of yourself and others;
- Attend all health and safety training, ensuring your mandatory training is up to date at all times;
- Note the findings of risk assessments, ensuring these are adhered to at all times and that the safe systems of work are followed;
- Raise any concerns you may have with regards health and safety, ensuring that all incidents are reported;
- Carry out all other duties as may be reasonably assigned from time to time, with the level of this job description.
What do I need to be successful?
Knowledge and qualifications
- Wide technical knowledge and ability to apply that knowledge to troubleshooting and problem solving;
- A working knowledge of IT Security along with an appreciation of PCI, Data Protection and other regulatory rules and regulations as applicable;
- Have City and Guilds or ITIL certificate (or equivalent) or be prepared to work towards one.
Experience
Experience providing an excellent 1st and 2nd line support service would be desirable;
Experience supporting a range of systems and technologies desirable, including some of the the following:
- Windows, Chrome and Android device management;
- Google Workspace ;
- Microsoft Azure;
- Active Directory;
- Meeting room display and booking systems;
- Telephony and networking;
- Housing & repairs management applications.
Personal qualities
- Able to quickly pick up new systems and enjoy learning how systems work;
- Excellent communication skills with an ability to explain technical solutions by phone, face-to-face and email to non IT literate customers;
- Able to work effectively under pressure whilst managing priorities and tasks;
- A keen appetite for learning and developing to maximise your potential;
- A desire to deliver excellent results and have a positive impact on customers and colleagues.
No job profile can cover every eventuality which may arise within the post at various times and the jobholder is expected to carry out other duties requested by the Line Manager or Manager
Terms & Conditions
Working hours: 37 hours per week, worked between our core operating hours of 8am to 6pm, Monday to Friday.
Location: The primary location of this role is in Bridgend, service delivery will always come first and that will require you to be present predominantly at our office, but at times you may be required to attend our depot or community locations, 5 days a week.
Annual leave: 25 days increasing by 1 day for every completed year up to a maximum of 5 days plus bank holidays.
Pension: SHPs - we'll contribute 2% more than you choose to pay in each month (minimum contribution where you pay 4%, we pay 6%; maximum contribution where you pay 6%, we pay 8%).
Benefits: Access to a wide range of benefits including a health care cash plan, contribution to your professional memberships, learning and development opportunities, hundreds of retailer discounts and plenty more.
If you're excited about this role but feel you don't match perfectly with everything we've noted in the job description, we encourage you to apply anyway - your experiences, energy and enthusiasm may be just what we're looking for, for this or for other roles at Valleys to Coast.