Worcestershire County Council - ICT Service Desk Analyst

Worcestershire County Council – ICT Service Desk Analyst

Location: Worcester, County Hall, WR5 2NP

Contract: Initial 3 Month Contract with Possible Extensions.

Hours: Full Time – Monday to Friday – 9:00am to 5:30pm

Payrate: £11.50 an Hour

Purpose of job:

To provide an effective, professional and customer focused ICT Service Desk service ensuring that all customer incidents, requests and queries are captured and progressed swiftly,

focusing on first time fix when possible which meet customer needs and expectations as agreed in the corporate Service Level Agreement.

Main Activities & Responsibilities:

To record, categorise, monitor and resolve incidents and service requests to ensure that operational problems are resolved as quickly as possible, reducing their impact on Council service delivery.

To provide help and guidance to users, including routine training in the normal usage of systems, products and services, to ensure systems are used effectively and efficiently and to maximise the Council’s return on its technology investments.

To monitor the adoption of the Council’s information security, data protection and usage policies, reporting any breaches to ICT Services’ management, to ensure the confidentiality, integrity and availability of the Council’s information assets.

To manage the configuration of mobile phones including smartphones and to resolve any associated user issues.

To ensure that all Configuration Management Database (CMDB) information is captured and that the Service Desk System is updated appropriately to enable the ICT Service to make appropriate plans and to implement change management effectively.

To ensure that the Software Asset Management system is updated appropriately with new and deleted hardware CIs to enable the ICT Services to be compliant with the licences of software.

To perform any other duties relevant to the role as required

Generic Accountabilities:

To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.

To undertake other such duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.

To undertake health and safety duties commensurate with the job and/or as detailed in the Directorate’s Health and Safety Policy

The duties described in this job description must be carried out in a manner which promotes equality of opportunity, dignity and due respect for all employees and service users and is consistent with the Council’s Equality and Diversity Policy

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com