Description
IT Service Desk Analyst-Onsite/Remote
Filter tickets and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 (or where required, IT Support teams) support.
Gather and analyse information about the user's issue and determines the best way to resolve their problem.
A Level 1 may also provide support for identified Level 2 issues where configuration solutions have already been documented.
- To provide Level 1 IT Support to the business.
- Adhere to Service Level & Operational Level Agreements.
- Work management; Incidents & Service Requests backlog, RCA and resolution.
- Support the IT Service Manager with process improvements within the team.
- Support project, development and application support teams with testing, debugging and troubleshooting where necessary.
- Provision of system administration to support business needs.
- Provide input as and when required for the Process Improvement & Governance Board.
- Provide support to quality management, including maintenance of technical document repository and Service Desk WI's.
- Provide input to the monthly Service Review pack.
- Assist with building a culture of continuous delivery and improvement.