Senior Service Desk Analyst

South Glamorgan  ‐ Onsite
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User Assistance Service Management Information Technology Infrastructure Libraries (ITIL) Public Service Active Directory Software Applications Technical Support Change Management Configuration Management Databases Consulting Domain Name System (DNS) Standard Operating Procedure Risk Analysis Service Improvement Planning Stakeholder Management Metrics Administrative Operations Data Protection Personal Development General Knowledge


Venesky-Brown's client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.


- Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA's, OLAs and Service schedules are met.
- To ensure that appropriate information is produced about each service for analysis.
- To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
- Responsible for the administration of the Configuration Management Database.
- Ensure that all configurations of all assets associated with each service are registered and managed.
- Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
- Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.
- Involved in setting up the Service Management wrap for any new developments/projects.
- Responsible for highlighting any risks associated with the Change Process.
- Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
- Maintain and develop the implementation of service Management methodology (ITIL).
- Deputise for the Service Desk Team Leader
- Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
- Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
- Liaise with other staff across the organisation either informally or in meetings as appropriate.
- Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.
- The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
- The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
- Formal line management reporting for the post-holder will be to the Service Desk Team Leader
- Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
- The postholder is also responsible for working with Standard Operating Procedures.
- Contributes to and comments on new procedures.
- Treat organisation assets and equipment with care with a view to extending life and avoiding waste.
- Responsible for updating E-KSF tool with own PDP.
- Support the development of specific projects involving service management, liaising with senior colleagues as required.
- Work with users and providers to ensure that the information provided/received will meet their needs.
- Identify ways to improve existing systems in terms of quality, timeliness and reliability of data.

Essential Skills:

- Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area
- Commitment to continuing professional development for self and team members
- ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience

Good general knowledge of common hardware and software applications including but not restricted to:
- Common email systems and protocols
- Domain Name Service
- Active Directory System
- Authentication principles
- Understanding of inter-relationships between aspects of IT infrastructure and service support requirements
- Experience of working in a technical support role and proven experience in the development and support of IT systems

Desirable Skills:

- Knowledge of ITIL strategy
- Experience of working in a Public Sector environment

If you would like to hear more about this opportunity please get in touch.
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