ICT Service Desk 1st Line Analyst

Job Description

The ICT First Line Service Desk Analyst will deal with enquiries raised over the telephone, self-service or face to face ensuring all incidents and service requests are captured and progressed and resolved to the highest qualityThere is a requirement for the role to be office based the majority of the week to support business requirementsClient DetailsThe Parliamentary and Health Service Ombudsman is an independent national service. They make fair and final decisions on complaints about the NHS in England, UK Government departments and some other public organisations. PHSOs are at the forefront of stampingout social injustice and changing lives for the better. Their investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. PHSOs work is driven by its values of independence, fairness,excellence, and transparency. Currently going through an exciting period of growth, the organisation is looking to create an even more vibrant working environment and welcomes applications from candidates with diverse backgroundsDescription

• Following agreed procedures, identifies, registers and categorises incidents and service requests according to severity and impact
• Gathers information to allow suitable triage activities to take place and enable resolution promptly.
• Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis
• Provide first line end user support for Windows Operating System, VPN connectivity, Apple IoS, Azure, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, and MFDs escalating to internal teams or externalsuppliers where necessary
• Fulfil service requests for standard catalogue items.
• Complete tasks as required to ensure systems are proactively monitored and end-user devices are managed
• Provide advice and guidance in the use of standard computer applications
• Assist in the maintaining of the software and hardware asset register to support the audit process
• Provide the appropriate resources for starters, movers and leavers
• Testing new or upgraded applications and hardware

Generic Duties

• Contribute to the teams delivery against agreed service level targets and quality standards.
• To provide excellent customer service to all internal and external stakeholders and customers.
• Continuously seek to enhance our reputation internally and identify opportunities to promote our service.
• To ensure all legislative, regulatory, policy, process, procedures and guidance requirements of PHSO are adhered to and appropriately evidenced to the roles line manager.
• Support the creation of local operating procedures to ensure a consistent delivery of service across the team.
• Publishing support documentation to assist staff with requests for information & provide staff training if required.
• Escalate issues where appropriate.
• To take decisions in accordance with the roles delegated authority.
• To promote and support the PHSOs vision and values.
• To complete any other duties commensurate with the role.

Profile

• Knowledge of a wide range of technologies including Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony
• Experience working in an ITIL aligned support environment
• Working in a customer-focused ICT service provider environment
• Contributing towards continuous service improvement
• Working with third party suppliers
• Excellent analytical and triage skills and an informed, evidence-based approach
• Good planning and organisational skills
• The ability to meet targets and deadlines
• Excellent communication skills, including verbal and written
• Ability to work under direction or independently and be self-motivated
• Ability to manage own workload prioritising where necessary
• Demonstrate dedication and a passion for customer service. Ability to balance customer needs and client operational interests

Job Offer

• Salary £25,437
• Civil Service Pension scheme (minimum 26.6% employer contribution)
• Generous basic holiday entitlement of 30 days. We also offer an additional 2.5 extra-statutory holidays on top of the normal public and bank holidays
• 4 Days in the Manchester Office is required
• Access to a wide variety of internal and external well-being support, 24/7 assistance programmes and health advice
• access to Headspace mindfulness and wellbeing app

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closesTo apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK