Service Desk Analyst

The digital and data team are being heavily invested in to upgrade our IT services at the WMCA. This is an exciting time to join us as new opportunities and positions arise within the team. Due to an internal promotion, we are now seeing a Service Desk Analyst to join us on a 12-month fixed term contract.This role provides a “one-stop-shop” for all IT incidents, problems and service requests across the combined authority. As you will be communicating with all levels of service users, you’ll need high levels of both communication and interpersonal skills.Please note that this is a 12 month fixed-term contract.What will you be doing?Resolve incidents, problems or service requests that can be dealt with by 1st and 2nd line support.Assist 3rd line support teams / contractors / suppliers.Develop and maintain a strong customer service ethos.Support the other members of the Service Desk team in resolving Digital and Data calls.Effectively communicate with colleagues in the wider business, of all levels of seniority and IT proficiency.Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user.Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress.Escalating any potential impacts to service to the Service Manager.Develop self-help IT support material.Assist in the creation of knowledge base articles to assist in identifying new, common support issues and mechanisms that could be resolved quickly.Ensure that standard operating processes and procedures are documented to provide advice and support to users.Assist in the ordering process for goods and services and track their progress.About you.Experience of troubleshooting issues within a IT support function and a Microsoft desktop environment.Proven experience with providing a customer-focused approach, from taking ownership of tickets and keeping IT users informed of progress to understanding the business impact and seeking feedback to improve.Experience of Microsoft Windows 10, Office 365, Exchange Online, Active Directory and familiarity with both remote desktop and service desk applications.Good understanding of Incident/ Service Request/Problem and Change. Management processes (preferably to ITIL V4 Foundation standard).Excellent communication skills.Experience of IT and telecommunications with an understanding of the concepts and applications.Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.How to apply. On clicking ‘apply for this job’, you will first be prompted to create an account. You will have the opportunity to upload a CV, which will be used to auto-populate your profile. Please note, we do not see your CV once you have applied. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to format your profile so that it really stands out. Make sure to include your employment history and include any essential education and qualifications.You will be asked to provide a supporting statement. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form.Applicants will need to evidence that they have the legal right to work in the UK. If we make an offer of employment, we will need to check that you are eligible to work in the UK before you start work.Salary and benefits.We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. For more details, please visit the benefits page on our careers site.Hybrid working, location and working pattern.We believe hybrid working is the best way for our organisation to fulfil our commitment to a modern, agile workplace while continuing to provide a great service to our customers. Hybrid working means having flexibility between working in the office and at home on agreed days, where a role allows. This is agreed between an employee and their line manager, considering the business, team, and employee needs.The location for this role is 16 Summer Lane. It is expected that you can split your time between the office and working remotely, with at least 2 days a week spent in the office.Creating an inclusive workplace.Our vision is to create a better connected, more prosperous, fairer, greener, and healthier region. We aim to achieve this vision by living our values, which include being a partnership organisation, valuing and respecting our people, fostering a can-do attitude, and encouraging innovation. We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. WMCA holds diversity accreditations, such as "Leaders in Diversity," and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We are also a Disability Confident Employer, committed to interviewing all applicants with disabilities who meet the essential role criteria. WMCA believes that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.Reasonable adjustments.If you have an accessibility need, disability, or condition that means you might require changes to the recruitment process, please get in touch with our Recruitment Team (#####). We are here to assist and accommodate your needs.Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards ourshared goals.Attached documentsService Desk Analyst JD.pdf
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