IT Service Analyst

Belfast

37 hours Monday to Friday

£16.37 per hour

MAIN PURPOSE

The IT Service Desk Analyst will assist the IT Service desk Team Lead in ensuring that IT Service management processes are aligned with the IT service requirements of the organisation.

Ensure that IT Service processes are implemented and operated across the organisation.

Promote the adoption of ITIL principles within the IT Department.

The IT Service Desk Analyst will play a major part in the team, working independently

Key Responsibilities

1. Assist the IT Service desk Team Lead by ensuring they follow service processes as defined and implemented across the organisation.

1. Adopt ITIL principles within the IT Department and ensure all processes are adhered to.

3. Working under the management of the IT Service desk Team Lead, ensure the operation of service and processes is followed, in line with ITIL principles including:

• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Contract/SLA Management
• IT related procurement
• IT Asset Management
• IT Service reporting
• Continual Service Improvement

4. Engage in knowledge share/ transfer, providing support and guidance within the IT Service desk Team.

5. Proactively take ownership and accountability of own responsibilities and deadlines in line with service and processes outline within the IT Service desk Team.

6. Actively assist IT Service desk Team Lead, to ensure an excellent, effective and efficient customer service experience.

Essential Criteria

Applicants must provide evidence by the closing date for application that they meet the following essential criteria:

Can demonstrate:

1. Can demonstrate at least 2 years’ relevant experience within the last 4 years working in an IT Service Desk environment.

2. Demonstrate their experience of the following management lifecycles.
3. Incident Management
4. Service Request Management

• SLA Management

3. Excellent troubleshooting skills.
4. A strong focus on customer service and a history of excellent client relations.

5. Ability to build strong relationships with customers and colleagues.

6. Must demonstrate (Assessed at Interview):

• Possess strong MS Office skills.
• Ability to manage own time and work accurately under pressure to meet deadlines
• Excellent planning and organisational skills.
• Excellent attention to detail.
• Effective oral and written communication skills.
• Excellent interpersonal, influencing and communication skills.
• Excellent customer service and stakeholder management skills.
• Strong analytical and problem-solving skills.

Successful candidates will be expected to obtain and/or maintain ITIL foundation certification once in post.

Candidates may also be assessed against the relevant section of the NIHE Behavioural Framework.

Desirable

1. Possess a relevant HND or equivalent in an ICT qualification

To apply send cv via link by 5pm on 15^th December.