Interim IT Service Desk Analyst

Description

Awarded under ESPO Framework 3S-22 Strategic HR Services, Lot 1 - Executive and Managerial Interim Recruitment, Sub-Lot 1f - IT, Digital, Media & Marketing. As an Interim Service Desk Analyst, you will play a crucial role in providing exceptional technical support and customer service to end-users within our organisation. This is a temporary position that involves handling a wide range of IT-related issues and inquiries, ensuring prompt resolution, and maintaining high levels of user satisfaction. The successful candidate will be a proactive problem solver with strong communication skills and a solid understanding of various hardware and software systems. Key deliverables - First Point of Contact: Serve as the initial point of contact for all IT-related issues, incidents, and service requests via phone, email, or other communication channels. - Technical Support: Provide timely and effective technical assistance to end-users, resolving hardware, software, and network-related problems. This includes troubleshooting desktops, laptops, printers, mobile devices, and other peripherals. - New Starters, Leavers and Movers: ensure new starters are set up for onboarding and that inductions are carried out. Ensure leavers' tasks are completed, working alongside People Hub and Procurement teams. - Incident Management: Log, categorise, prioritise, and track incidents and service requests in the IT ticketing system. Ensure accurate documentation and escalate complex issues to appropriate teams when necessary. - Remote Support: Offer remote assistance to end-users for issues that can be resolved remotely, ensuring minimal disruption to their work. - User Training: Assist in providing basic training and guidance to end-users on various applications, tools, and IT procedures to enhance their technical proficiency and reduce recurring incidents. - Asset Management: Maintain accurate records of hardware and software assets, performing periodic audits, and ensuring proper allocation and retrieval of IT equipment. - IT Policies and Procedures: Adhere to established IT policies, procedures, and security guidelines while maintaining user privacy and data confidentiality. - Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, creating user-friendly documentation for common issues and solutions. - Continuous Improvement: Identify areas of improvement within the service desk function and propose solutions to enhance efficiency and customer satisfaction. - Team Collaboration: Collaborate with other IT team members to resolve complex issues and participate in cross-functional projects as required.