IS Service Desk Analyst

London – up to £11 p/h – 3 month contract We are looking for a temporary IS Service Desk Analyst to help us on the Service Desk for 3 months. This is because we have a back-log of work that has built up and we need an extra person to help clear this back-log. Their main activities/responsibilities • Be responsible for the relationship between the IS Department and internal customers. • Promptly answer the IS Telephone help line and log calls completely and accurately in the help desk system. Set a priority for incidents according to the service levels described in the IS Service Catalogue or set a deadline agreed with the customer for the fulfilment of a service request. • Quickly resolve incidents that have a known solution or workaround and fulfil requests for access to standard IT services in the IS Service Catalogue. • Assign calls that have no known solution or workaround to internal IS Engineers. Retain oversight of the call and the responsibility for the relationship with the customer. Monitor progress on open calls and ensure that the customer receives regular update reports. Close the call when you are satisfied the customer has received a satisfactory resolution. Technical specification • A good working knowledge of Windows XP, MS Office applications, Active Directory, Remote Assistance • Ability to reset passwords, set up login accounts, provide permissions to shared network folders, create email distribution groups, create shared mailboxes. (These are the most common requests we get). • Previous knowledge of using a Service Desk logging system for recording incidents and service requests. Personal specification • Previous work experience in a customer-facing role with experience using IT in an office environment • Good understanding of IT and telecommunications technology • Organised and motivated with an ability to work both in a team and on own initiative • Good prioritisation and time management skills with ability to work under pressure • Ability to work flexibly and successfully across teams and build relationships with customers including good interpersonal skills • Good written and verbal communication skills, IT and office skills Working hours This post is offered on a full-time contract working 36 hours per week – Monday to Friday. The Service Desk operating hours are 9am-6pm and there are 2 shifts to cover these times: 9am-5pm and 10am-6pm.

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