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ServiceDesk Analyst
Rate - 25 an hour
Duration - 1 month (rolling contract)
Location - High Wycombe
Ir35 - Inside (Must use an umbrella company)
Main Duties & Responsibilities of the Role:
- Provide a proactive, customer-focused, first-time fix first-line support service to students, staff, and other key stakeholders for all services offered by the DTS Directorate, ensuring the continuous operation of my client's computer network and systems.
- Offer first-line support for all DTS services, following the Directorate's Incident Management process, monitoring, and ensuring compliance with departmental policies and procedures to meet the needs of students, staff, and other key stakeholders, both internal and external.
- Act as the first escalation point for customers and internal support teams, taking ownership of the diagnosis and resolution of specific, routine, and/or complex incidents, requests, problems, and operational activities.
- Identify, resolve, and/or escalate underlying issues in adherence to the Problem Management process, including maintaining accurate records and disseminating information as required.
- Update relevant Service Desk systems in alignment with the Incident Management process, ensuring accurate and compliant information in accordance with DTS policies and standards.
- Invoke third-party support as per established processes and provide assistance to third-party contractors working for my client.
- Assist other teams in proactive activities such as system upgrades, driver and software installations, and configurations during quieter periods of the business year.
- Undertake established monitoring activities as defined by the Event Management Process, including researching and collating information for reporting and/or escalation.
- Provide technical advice and assistance to students and staff regarding the use of standard software, hardware products, systems, and procedures.
- Promote the smooth transition of knowledge within the Service Desk Team by collaborating with other DTS teams and project teams, as directed by the Service Delivery Manager, including training elements for new or less experienced team members.
- Draft communications, including responses to complaints and customer feedback, downtime notices, publicity, and/or informational materials, subject to approval by the Service Delivery Manager or other senior colleagues.
- Create user manuals, FAQs, and technical support documentation for end-users and DTS colleagues to effectively capture and share knowledge.
- Create induction session plans for students and staff and coordinate with teams outside of the directorate to ensure new intakes of students have the required information and tools available to them.
- Participate in team meetings, ensuring timely and accurate updates.
- Ensure that all information is managed securely in accordance with my client's policies and relevant information-related legislation.
