POSITION PURPOSETo provide an effective and efficient Service Desk service as a central point of contact between end users and the Information Services for the reporting and resolution of incidents and service requests.
The Senior Service Desk Analyst role is responsible for the successful service delivery of their shift, successful shift handover and acts as the first escalation point for Service Desk Analysts providing advice and guidance as required.
KEY RESPONSIBILITYCall ManagementCall logging, classification, prioritization and assignmentCase ManagementTrack and manage calls from receipt, to resolution, to closureEscalate any calls upon approach of, or passing, service level agreements or targetsPerform final closure of all incidents and ensure resolution steps are documented.
MeasuresAchievement of SLAsPositive customer feedback and minimal management escalationsAudit and coaching resultsIncident & Request ManagementResolution of IncidentsTroubleshoot incidents through telephone or remote support.
Escalate incidents to other support groups where appropriate, in a timely mannerFulfillment of Service RequestsAD accounts and groupsAdd, change and deleteReset passwords & unlock accountsMap user drivesDeploy PC software via group policyProvide advice to users on Core PC applications, especially Office and OutlookEscalate service requests to other support groups where the Service Desk cannot fulfil the request (or part thereof)Provide user notifications and general announcements upon service degradation and outages (planned & unplanned)MeasuresAchievement of SLAsPositive customer feedback and minimal management escalationsAudit and coaching resultsSystems OperationsPerform system checks and monitoring as documented by system administrators / IT OperationsMeasuresSystem health and system events reported in a timely manner to IT Operations.
Knowledge ManagementContribute knowledge management articles to IS portal(s) for User and Technical SupportMeasuresNumber of articles authoredMost viewed or most useful ratingClient Relationships Respond promptly to any issues that directly impact the customers experienceEnsure a friendly, open, professional manner is maintained at all times.
MeasuresClient feedbackTeamworkActively develops and maintains strong relationships with key users and Information Services colleagues.
Work closely with the other Service Desk Analysts and members of the Information Services team to effect process improvement.
Contribute to a well-balanced team by participating in team goals, involving others when necessary and covering other team responsibilities when required.
Contribute to a fun, supportive and enjoyable working environment.MeasuresAttendance and participation in meetingsPeer reviewAdministrationGenerate and analyse required IS metric reportsAssist with the communication, managing compliance with and maintenance of IDP’s IT Policies and ProceduresMeasuresRequired reports generated accurately and on a timely basisIDP staff aware of IT Policies and ProceduresBusiness Acumen Demonstrate broad understanding of IDP’s business.
Constantly looking for opportunities to improve business performance through improvements to support processes.Recommend business decisions based on knowledge across and outside company of modern IS service management.
MeasuresAppropriate assessment of business impacts of requests and incidents.Identifies opportunities to achieve efficiency gainsLeadershipShow drive and initiative in dealing with support teams and the business to achieve business outcomes for IDPShow drive and initiative in resolving business problemsContribute to the provision of a safe work environmentDemonstrate and encourage appropriate behaviours within the team and externally (where appropriate) consistent with IDP approved valuesMeasuresRole is valued by the Support Services Manager and Other Senior Service Desk AnalystsRELATIONSHIPSInternalInformation Services Management teamInformation Services StaffIDP users worldwideExternalVendors and SuppliersExternal ContractorsCustomers and clientsPERSON SPECIFICATIONEssential Requirements : EDUCATION AND EXPERIENCE : Bachelor's degree and 3 years of relevant experience, or a combination of education and relevant experience.
KNOWLEDGE, SKILLS AND ABILITIES : Knowledge and over 3 years’ experience working in a Service Desk supporting a global organisationWilling to work a 24x7 rotational shift and have shift lead responsibilities.
Analysis and problem-solving skills to quickly identify issues and implement improvementsTechnical computing skills in a variety of operating systems for software and hardwareCustomer service skillsStrong and fluent communication skills in English (verbal and written)Highly developed communication skills for dealing with enquiries and supporting staff in Information ServicesThe ability to both take direction while also working independently in a fast-paced environmentStrong time management and the ability to manage shifting priorities for themselves and others.
Experience working under pressure and organising work prioritiesInterpersonal skills, particularly negotiation and facilitation, to recognize staff needs and ways to satisfy them and maintain good relations with IDP staff and suppliers.
The ability to troubleshoot and resolve desktop issuesADDITIONAL REQUIREMENTS : Prior experience in Service-Now or similar ITSM toolITIL Foundation v3 CertificationStrong understanding of Windows 7 and above Operating systemsMicrosoft Office 2007-2013Internet Explorer and other browsersMicrosoft Outlook client and Web AccessUnderstanding of mobile device configuration including Blackberry, iPhone and iPad.
Basic working knowledge of : Microsoft Office365, Exchange, Active Directory and Sharepoint administrationDNS, Group policies and domain controllersSolid PC networking concepts understandingInstallation and configuration of PC peripheralsSCCM Desirable Requirements : Knowledge of SAP Enterprise systems or other CRM or (SaaS) applications.
Understanding of websites and web applicationsUnderstanding of relational database concepts and SQLUnderstanding of cloud based hostingUnderstanding of Network topologyMCSE / MCSA / CCNA / CCNP CertificationsThe ability to prepare end-user and / or technical documentationAbility to develop and deliver end user trainingKnowledge of student placement and English language testing services c2Hue8Qfmr6AeUaKld2Sj6