IT Service Desk Analyst

Location Belfast, County Antrim
Job Type Temporary
Salary Up to £10.20 per hour
Published 5 months ago
Start Date ASAP
Contact Lesley-Anne Fitzgerald
Job Ref CHS000509_1555076439

Job Description

Grafton Recruitment are working in partnership with a large public sector organisation to recruit a temporary IT Service Desk Analyst to start ASAP for a duration of 1 Year, with possibility of an extension.

The post holder will work as part of the team providing first level support and technical services in relation to the timely resolution of Incidents and Service Requests. The service desk analyst will ensure that all relevant policies and service desk procedures are followed, that work is undertaken according to priorities and predetermined standards and that other team members update the service desk system as necessary.

Hours: 37.5pr week

Pay Rate: 10.20pr hr

The post holder will work to achieve the objectives of the Trust, as set out in its performance management framework.

Main Duties/Responsibilities

 Complete tasks assigned by the Service Desk Team Leader, ensuring that these are carried out in accordance with appropriate protocols and procedures and ensuring that appropriate quality standards are maintained at all times.

 Work as a member of the Service Desk function for systems support, which will include technical trouble shooting and ensuring that the appropriate technical solutions are applied at all times.

 Work as a member of the Service Desk Team in order that the team delivers a prompt and knowledgeable service to keep any downtime of ICT equipment and connectivity to the network services, to a minimum.

 Manage user expectations in accordance with relevant Service Level Agreements (SLAs) and Trust priorities.

 Participate in the operation of the service desk system within the service desk team. This will include the completing assigned incidents and work requests, ensuring that relevant protocols and procedures are adhered to and any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner. The service desk analyst will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs.

 Attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance with all HSC and Trust policies and procedures.

 Comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all trust information and prevent the unauthorised access to Trust information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents.

 Participate in Working Groups and Project Teams as required by the service desk leader.

 Assist as required, in the specification, procurement and installation of hardware and software.

 Keep abreast of new developments in IT in order to ensure that possible benefits to the Trust are identified and considered.

 Liaise closely with all third party hardware, software and service providers, ensuring compliance with all relevant service level agreements and/or /contracts.

 Follow all specified quality standards, processes and procedures (e.g. ITIL) in order that information reports generated from the service desk system are timely, relevant and accurate.

 Participate in any service desk rota to ensure that the service desk office is attended at all times, particularly during holiday periods.

Successful applicants will be required to undertake an Access NI Disclosure check at a cost of £26/£33. A person's criminal record will not, in itself, debar that person from being appointed to this post. Any information given will be treated in the strictest confidence.

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, Lesley-Anne Fitzgerald will be in touch to confirm if you have been shortlisted.


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