Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Service Desk Analyst

Service Care Solutions are looking for a Service Desk Analyst to work in Staffordshire.

It is primarily responsible for the provision of 1st and 2nd line support providing efficient problem resolution, advice and support of customers dealing with user applications and PC's including associated peripheral devices to levels defined by both Service and Operational Level Agreements (SLA and OLA).

The post holder will make use of corporate standards, best practice and established industrial standards in order to achieve the objectives of the unit.

  • To provide effective 1st and 2nd line Support to the user community as and when required.

  • Be a member of and positive contributor to the Client Services Support team.

  • Ensure that service levels are achieved and plans are generated to ensure continuous improvements.

  • Communicate regularly with the Service Delivery team and customers on key changes affecting operational service delivery.

  • Work within a program and culture of continuous improvement in order to improve quality and effectiveness.

  • Assist in the establishment of appropriate channels of communication with other ICT teams in order to contribute where appropriate to assisting in achieving their goals.

  • Ensure that procedures in the areas of Problem, Incident, Change, Configuration and Release management are followed.

  • To support the Team Leader and Senior IT Support Officer to deliver the service within identified budgetary resources.

  • Contribute to the development of objectives and action plans helping to deliver the ICT Strategy.

  • Ensure the CIO and senior managers are kept informed of any extensive breaks in service.

  • Keep abreast of developing improvements regarding desktop hardware, operating systems and user applications, best practices and industry standards through networking, conferences etc.

  • Assist in the preparation, maintenance and testing of Disaster Recovery procedures.

  • Ensure that all inventories, asset registers, applications portfolios, customer databases, schematics, schedules and configurations are available and accurate.

  • To participate in the full range of Departmental and County Council activities including corporate working groups and other initiatives as required from time to time.

  • Such other duties as may arise in connection with the activities mentioned above.

  • If you are interested in this role or want further discussion please contact Chris Wheeler either via email: or tel: 01772208962.

    Alternatively if you have any friend or colleagues that might be interested please feel free to refer them, as we a have a £250 referral scheme in place.