ICT Service Desk Analyst

• To provide operational and technical support to 400 + end users across all authority departments, with responsibility of supporting Windows 11 laptops, docking stations, end-user devices, MFD’s and mobile devices (iPad and iPhone). Configuration, installation and support of all hardware and software supplied to the end user. Support for the MS 365 suite.
• Provide support and cover on the ICT Service Desk to support the technical function of the organisation as a whole.
• To proactively work with customers to suggest better ways of working and taking time to understand customer needs and requirements.
• Liaise with the Digital Development and Infrastructure teams and third-party partners when required.

Specific duties and responsibilities:

• 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.
• Assist with knowledge transfer across the teams.
• Work a shift rota of early or late to cover the support hours required for the ICT Service Desk. When required cover absent shifts, possibly at short notice.
• Administer ICT Training Room bookings, checking availability of room and compatibility of software required for training.
• Assist third party support to gain remote access to the EBC servers and systems. When necessary, supervise third party support on-site engineers, assisting engineers to clear faults.
• Run various regular routine procedure jobs, as set out in the ICT Service Desk support shift duties, updating records accordingly.
• Any other duties as required.

ICT Service Desk Support - desktop and mobile device support:

• Provide desktop and telephony (Teams) technical support to our customers, including repairs, replacement of equipment, installations and upgrades of hardware and software.
• Contract management of the mobile phone contract.
• Configuration of iPhones and iPads and liaison with the end user for training on the device. Use of Apple Business Manager and MS Endpoint for the mobile device management.
• Installation of hardware to the desktop e.g. laptops, docking stations, monitors, keyboards, mice, headsets etc.
• Visit users at their desks to offer diagnosis and support where necessary.
• Remote support to staff working from home including the use of TeamViewer to remote onto a user’s session to diagnose and support.
• Provide detailed advice and support to our customers on the effective use of desktop systems and network services. Diagnose and resolve 1st line and 2nd line support hardware and software problems, document actions at all stages, liaise with suppliers and apply escalation procedures accordingly.
• Maintain security and housekeeping on the Authority’s IT network office systems, including, following in-house set procedures;
• Network accounts updates, password re-sets, unlocking accounts, deletion of leavers
• Setting access controls
• Monitor and release quarantined emails
• Usage reports
• Deliver ICT systems introduction training to all new starters, proving on-going support on the Authority’s ICT network systems, Windows 11, M365 including Teams, Sharepoint, One Drive and various in-house corporate systems used in the authority.
• Maintain customer user guides/manuals/notices and publish on the ICT Service desk and authority intranet.
• Ensure that operational documentation for relevant system software products is fit for purpose and current.
• Supporting and maintaining the AV equipment in authority meetings rooms.

Do you have experience in Windows?