Senior Service Desk Analyst

Venesky-Brown’s client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.Responsibilities:- Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA’s, OLAs and Service schedules are met. - To ensure that appropriate information is produced about each service for analysis. - To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary. - Responsible for the administration of the Configuration Management Database. - Ensure that all configurations of all assets associated with each service are registered and managed. - Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader - Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings. - Involved in setting up the Service Management wrap for any new developments/projects. - Responsible for highlighting any risks associated with the Change Process. - Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team. - Maintain and develop the implementation of service Management methodology (ITIL). - Deputise for the Service Desk Team Leader - Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager. - Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development. - Liaise with other staff across the organisation either informally or in meetings as appropriate. - Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion. - The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion. - The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary. - Formal line management reporting for the post-holder will be to the Service Desk Team Leader - Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information. - The postholder is also responsible for working with Standard Operating Procedures. - Contributes to and comments on new procedures. - Treat organisation assets and equipment with care with a view to extending life and avoiding waste. - Responsible for updating E-KSF tool with own PDP. - Support the development of specific projects involving service management, liaising with senior colleagues as required. - Work with users and providers to ensure that the information provided/received will meet their needs. - Identify ways to improve existing systems in terms of quality, timeliness and reliability of data. Essential Skills:- Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area - Commitment to continuing professional development for self and team members - ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience - Good general knowledge of common hardware and software applications including but not restricted to: - Common email systems and protocols - Domain Name Service - Active Directory System - Authentication principles - Understanding of inter-relationships between aspects of IT infrastructure and service support requirements- Experience of working in a technical support role and proven experience in the development and support of IT systemsDesirable Skills:- Knowledge of ITIL strategy - Experience of working in a Public Sector environmentIf you would like to hear more about this opportunity please get in touch.