ICT Service Desk Analyst

Location Belfast, County Antrim
Job Type Contract
Salary Negotiable
Published 4 months ago
Start Date ASAP
Contact Tracy McGookin
Job Ref BTTMSDA_1550833973

Job Description


5 GCSE's at Grade C or above (including English and Maths) or equivalent

Minimum of 2 years relevant experience, in a similar role, involving very similar challenges and responsibilities.

Experience of the installation, administration and support of Windows 7 and above.

Experience of supporting desktop applications including Microsoft Office support.

Willing to work a rota covering 9am to 5pm.

Experience in a Customer Service environment.

Must hold current Basic Access NI Clearance


Technical Certifications - A+, S+, N+

Any Microsoft or Cisco qualification

Exposure to Unix Environments

Knowledge of Microsoft Virtualisation tool

Possession of a driving licence would be desirable to facilitate travelling between NI Water sites as and when required

Role Duties

 Triage first line mobile phone issues

 Backup/restore of files and folders

Triage Hardware - Servers / PCs / Printers / LAN hardware, Software - Server & Desktop operating systems / E-mail / Intranet / Desktop applications, Wide Area Network & VPN

Respond to incidents and follow them through to resolution including those issued to Resolver Groups.

 Respond to or forward Incidents to 3rd Party Resolver Groups as appropriate.

 Ensure all Requests and Incidents are logged and handled appropriately according to agreed SLA levels (compliance with NI Waters ITIL procedures).

 Maintain the Service Desk instructions and ensure documentation is up to date and adequate.

 Maintain knowledge of current and trends and investigate new issues where appropriate.

 To ensure compliance and adherence to ICT procurement policies.

 To ensure adherence and compliance to NI Water Security policies to ensure appropriate measures are identified and are in place to safeguard corporate (NI Water) and any other sensitive data.

 For routine and urgent problems, the post-holder will be expected to work with a high degree of autonomy as long as it is within their abilities

 Communicating ICT policy and processes to internal

37.5 hours oer week

Working on a rota covering 9am-5pm


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