ICT Service Desk Analyst

• Monitor the ICT Service desk tickets, incidents and service requests, via the online portal. Ensure the logging of all incidents and requests have the appropriate level of information and are in line with the ICT Service Level Agreements.
• To proactively communicate with customers as needed, in a highly customer focused manner, face to face, over the telephone, via email and the Service desk online portal.
• Follow ICT Service Desk set procedures for logging and monitoring all support calls.
• Taking ownership of tickets and ensuring successful completion within stated SLA, escalating of incidents and requests to third parties and colleagues where necessary.
• Provide remote support to internal and external customers. If requested provide desktop support and support at remote sites, e.g. Depot.
• Provide advice, guidance and training to the end users on the operation and use of the authority’s corporate desktop and office systems software.
• Administer ICT Training Room bookings, checking availability of room and compatibility of software required for training.

• Experience of IT, communications, telephony (Teams) and mobile devices, including mobile device management (MS Endpoint), and laptops. Windows 11 troubleshooting.
• Experience of support desk and customer contact. Ability to understand and take account of end user/customer needs, able to converse appropriately. Able to adapt to system technology changes.

I am currently representing Elmbridge Council who are offering an initial temporary contract for a period of 3-6 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience