IT Service Analyst
| Posting date: | 08 November 2024 |
|---|---|
| Salary: | £24,323 to £24,323 per year |
| Hours: | Full time |
| Closing date: | 22 November 2024 |
| Location: | BS16 1EJ |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 373018/1 |
Summary
We have an IT user community of around 2000 people who are geographically spread and delivering a broad range of business functions covering forestry management, timber harvesting, recreation and events management, and management of visitor centres. Excellent IT is essential to help meet our corporate targets and to develop our future we have established a new IT team to design and run the service.
We have developed a modern service based around Cloud, working with new partners, we have a modernised client-side environment, and new systems and network infrastructure.
This role provides an ambitious and highly skilled Technology professional with an excellent opportunity to join our IT Service Desk team at an important time as we support our rapidly growing customer base through a period of significant IT transformation.
As IT Service Analyst, you will be responsible for a number of important duties and responsibilities.
As part of a small dedicated Service Desk team, you will be responsible for managing our Service Desk ticketing system – support requests logged and dealt with or assigned in an appropriate and timely manner, monitoring and managing the flow of tickets logged, ensuring excellent customer service satisfaction and standards are maintained, and working closely with Service Desk and wider-IT team colleagues in the resolution of issues.
Support is provided via our ticketing system, phone, email and remotely, as well as hands on occasionally.
The role also encompasses core tasks such as managing the setup of new starters and leaving staff, fulfilling requests, managing stock including moving of large IT deliveries, procurement, IT equipment (including the building of) and software asset management etc.
Great customer service, demonstratable IT technical troubleshooting skills and exceptional organisation skills are key to this role. We require someone with a strong sense of ownership, who is a keen team player, with demonstratable technical support and troubleshooting skills that have been developed in an enterprise environment.
You will be friendly, approachable, communicative, and adaptable. You will take ownership of issues and embrace new challenges, and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function.
This role requires exceptional organisation skills and ability to help keep our Service Desk organised and functioning as smoothly and effectively as possible.
There will also be opportunity to work on mini projects as well as playing a part in supporting various IT transformational projects.
This post holder will ensure Forestry England achieves maximum business benefit from its IT by:
- Troubleshooting and resolving customer IT technical support issues.
- Able to work in the Bristol office up to 5 days per week, to facilitate equipment requests (minimum of 4 days in the office per week)
- Accept deliveries of new equipment and move to our secure storage
- Participate in Bank holiday on call rota (Major incident only)
- Monitoring and managing support tickets from start to timely conclusion to required standards. Prioritising, escalating, and progressing accordingly.
- Setting up, configuring, and deploying laptops, desktops, iPhones, iPads
- Working closely with 2nd line colleagues as needed to resolve issues.
- End-user systems administration.
- Undertaking standard Service Desk tasks such as processing new staff, leaving staff, requests, procurement etc.
- Being alert to wider issues and emerging patterns.
- Involvement with and supporting delivery of IT projects.
- Maintaining technical documentation and developing and maintaining written guidance as needed.
- Maintaining accurate records and stocks.
Reporting Line
Reports directly to Forestry England IT Service Manager.
Staff Responsibilities
This role does not carry line management responsibilities.
Financial and Budget Responsibilities
This role does not carry budget responsibilities.