Service Desk Analyst, first line support, 1st line support, IT service desk
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Service Desk Analyst

  • Job reference: AQIT641
  • Location: Esher, Surrey
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: I am currently recruiting for a service desk analyst to work in Esher, Surrey.
This role is initially for 3 months and does fall inside IR35.
Purpose of the role:
1.To provide operational and technical support to 400 + end users across all Council departments, with responsibility of supporting the virtual desktop environment (Citrix), end-user devices, laptops, MFD's and mobile devices (iPad and iPhone). Configuration, installation and support of all hardware and software supplied to the end user.
2.Provide support and cover on the ICT Service Desk to support the technical function of the organisation as a whole.
3.To proactively work with customers to suggest better ways of working and taking time to understand customer needs and requirements.
4.Liaise with IT Business Support, Infrastructure support teams and third-party partners when required.

Specific duties and responsibilities:
1.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.
2.To proactively communicate with Customers as needed, in a highly customer focused manner.
3.Follow ICT Service Desk set procedures for logging and monitoring all support calls.
4.Taking ownership of tickets and ensuring successful completion within stated SLA, escalating of incidents and requests to third parties and colleagues where necessary.
5.Provide remote support to internal and external customers. If requested provide desktop support and support at remote sites, i.e. various Centre's in the borough.
6.Provide advice, guidance and training to the end users on the operation and use of the authority's corporate desktop and office systems software.
7.Assist with knowledge transfer across the teams.
8.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.
9.Administer ICT Training Room bookings, checking availability of room and compatibility of software required for training.
10.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.
11.Run various regular routine procedure jobs, as set out in the ICT Service Desk support shift duties, updating records accordingly.
12.Any other duties as required.

ICT Service Desk Support - desktop, telephony and mobile device support
1.Provide desktop and telephony system, technical support to our customers, including repairs, network patching, replacement of equipment, installations and upgrades of hardware and software.
2.Contract management of the mobile phone contract and maintain the telephony asset register.
3.Provide detailed advice and support to our customers on the effective use of desktop systems and network services. Diagnose and resolve complex hardware and software problems, document actions at all stages, liaise with suppliers and apply escalation procedures accordingly.
4.Maintain security and housekeeping on the Council's IT network office systems, including, following in-house set procedures;
*Managing network accounts, set up of new users and deletion of leavers
*Setting access controls
*Managing mobile device contracts and billing
*Usage reports

5.Deliver ICT systems introduction training to all new starters, proving on-going support on the Council's ICT network systems, Windows, Office 365 incl. Skype for Business, telephone 'Call Management' systems and various in-house Corporate systems used in the authority.
6.Maintain customer user guides/manuals/notices and publish on the ICT Service desk and Council intranet.

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208968 or email