Overview

Location: Bangor | Full Time – Temporary | Salary: £10.00 – £15.00/hour

Assistant Service Desk Analyst

Pertemps are currently recruiting for an Assistant Service Desk Analyst working for a large government agency offering an excellent working environment on a 3 month temporary contract based in Bangor

The purpose of the role is to provide support to the service desk for staff who are experiencing a range of technical problems. The successful candidate will work as part of a team, helping to act as a gateway to high level (Second and third line) technical services, providing solutions to the straightforward problems and requests at the desk (Service Desk typically resolve 80% of incoming calls to ICT)

In the role of Assistant Service Desk Analyst, your main responsibilities will include – Job Role:-

Own and manage straight forward requests, where further information is required from staff, as part of the service desk triage process. Help to provide a 'bridge between customers and technical ICT teams, using excellent soft skills, whilst working in accordance with processes
Contribute to methods that provide operational continuity and availability of the ICT Service Desk
Assist with the creation and maintenance of user accounts and telephone systems, managing the consistent flow of starters and leavers through the organisation, and ensuring the systems are updated accordingly
Take direction from incident managers during ICT incidents, working closely with them to collect straight forward detail to help resolve incidents
Maintain a strong relationship with the ICT Service Desk Team Leader to escalate a range of issues arriving at first and second line level
Maintain a strong relationship with all ICT stakeholders
Required Skills and Experience needed to become successful in the role of Assistant Service Desk Analyst are:-

High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them
ITIL Foundation certified, and having worked in an ITIL environment
Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user's experience
Ability to analyse ICT issues and requests, utilising the appropriate analysis techniques. To do this, it is important to be able to absorb and learn new information readily, as new systems are brought into the team's remit and be able to understand and document user requirements to a high level
Familiarity with the concepts of system administration; creating, modifying and troubleshooting accounts, and confidence in using all forms of ICT
Ability to work within a high pressure environment, to proactively plan and co-ordinate resources in order to achieve results within agreed timescales and with a flexible approach to working, prioritising as and when high priority problems and requests arrive at the ICT Service Desk
Knowledge of IT processes and policies
Additional Information

The role of Assistant Service Desk Analyst is a temporary 3 month contract that could be extended to start as soon as possible
The hourly rate on the role is between £10.00 – £15.00
Working hours are between the hours of 0800 – 1800 on a weekly rota of early and late shifts 
If you are highly organised, have the ability to work under pressure, and the role sounds like your next career step, then click the apply button to send your CV, or contact Alanna O'Connor at Pertemps Managed Solutions for further information

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