Description
Service Desk Call Logger
- To provide a service desk call logging and first line problem resolution service and to provide a local service to customers purchasing, installing, supporting, and developing the use of ICT facilities throughout the authority.
- To assist with the provision to customers of technical support, maintenance and information across a range of ICT services.
- To assist with the delivery of services to agreed SLAs. To work in small technical teams across ICT to deliver new services and service improvements.
- To assist with the management of an ICT service or range of ICT services. To assist with providing technical advice and information.
- To provide a channel for users to request and receive standard and non standard services Ensure that calls and e-mails to the ICT Service Desk are recorded correctly and monitored for progress, escalating any potential problems of a series or sensitive nature to the appropriate manage
- Acquire knowledge of IT Service Management in line with current best practice. Produce Statistics and reports using information recorded in the Service Desk Systems.
- Investigate, identify and resolve first line support problems.
- Liaise with suppliers of ICT equipment and services and with other members of ICT services as necessary to resolve problems.
- Ensure that agreed internal quality/performance SLAs are maintained.
- Carry out routine tasks on the Service Desk Management system and use predefined reports from tools and packages associated with it. Deliver and install equipment for customers; give advice to customers on the basic operation of the computers, terminals, cabling, printers and any other peripherals.
- Configure, test, install and maintain software on all Microsoft based hardware platforms. Maintain service catalogue and customer guides.
- Process all ICT purchase orders and tracking receipt work with business support to maintain invoice processing, deal with all facilities requests and access management requests, provide remote access tokens, provide print cards Produce operational performance reports, maintain self service channels and information sites, monitor trends and identify service improvements, deal with quarantined outlook mail, provide E-communications training and security breaches, maintain service management and business process systems, communicate with customer to arrange site visits. Issue goods to customers Gather and collate a range of service KPIs.
- Work as part of small technical teams on work packages across ICT to ensurethey are delivered as agreed.
- Identify and resolve incidents and problems to meet agreed SLAs, liaise with management as required.
- Ensure that IT Service Management policies and procedures are followed for example:
- Incident, Major Incident, Problem, Change and Release.
- Suggest improvements and changes where necessary.
- Aim to become an expert on the services and technology you support and maintain.
- Develop and maintain an up-to-date knowledge of relevant ICT subjects applicable to the current and future needs of the client.
- Assist with monitoring delivered ICT services. Provide and update operational, testing and service documentation (Including disaster recovery failover) and ensure it is fit for purpose.
- Assist with issues across ICT to ensure they are resolved for example:
- Identify and resolve problems via the problem management process Work closely with service desk to ensure incidents are dealt with quickly and effectively and ensure effective communication at all times. Work closely with suppliers, external contractors and other partners in a professional manner to ensure that business goals, project milestones and work packages are delivered as agreed.
- Deputise for line manager when required.
- Any other duties commensurate with the grading of the post.
- Promote a focus on equality and diversity in line with the client's Equality Standard.The nature of the work will involve the post holder working on major incidents, changes and pre-planned activities outside of normal
Kind Regards
Steph