Job Description

Our client, an established global leader for over 90 years, is a multi-disciplinary, building science centre with a mission to improve buildings and infrastructure, through research and knowledge generation.
We are an innovative group of researchers, scientists, engineers and technicians who use cutting-edge research to develop a range of products, services, standards and qualifications that are used around the world to ensure buildings, homes and communities are safe, efficient, productive, sustainable and enjoyable.

The primary function of the IT Service Desk Analyst role is to provide 1st line support across the IT Service, responding to requests for IT support logged with the IT Service Desk from Company colleagues. The role will also be responsible for contributing to the continuous improvement of IT Service Desk processes to meet (or exceed) agreed service levels.

" Ensure all work is compliant with; Company Health & Safety rules and standards, internal and external audit requirements and Company Information Security best practice.
" Put the Customer at the centre of all IT do and build and maintain relationships with business representatives to ensure appropriate and agreed services are delivered to the various company businesses.
" Manage the day to day logging and prioritisation of (support) cases and provide 1st line IT Support to agreed SLA`s, including remote support at each Company office or where-ever Company staff are located. Suggesting improvements to support processes where appropriate to help improve the overall quality of IT Support.
" Help coordinate and track IT Service Desk cases through to closure, ensure satisfactory follow-up, escalating issues when necessary. Ensure the `status` and actions on `cases` are kept up to date.
" Ensure Customers are kept informed during Service impacting issues.
" Actively participate in the IT department change management process, to understand the nature of the submitted changes (if not the technical detail) and providing advice on when communication with internal and external Customers is required. Note - Typically other departments such as Digital Products and H&E will be responsible for communicating with external Customers.
" Ensure their knowledge of IT Service Management best practice remains up to date to help improve the IT Service Desk function.
" Work with external partners (as required) to continue to develop the IT Service Desk system to aid increasing 1st line call resolution and continue to ensure that the IT Service Desk can provide proactive support and not only react to support cases raised.
" Promote introduction and use of self-service technologies and techniques to enable customers to resolve their own problems when possible.
" Actively participate in team & project meetings and communication with the team and with other stakeholders to discuss IT Service delivery, identify improvements and to promote IT Services and capabilities.
" Contribute to the configuration and support of IT and AV equipment in the company conference and meeting rooms, to develop Conference Suite Services into a viable commercial product.
" Co-ordinate customer satisfaction programmes, reviewing customer feedback information and recommending positive steps to address customer concerns.


Hourly rate £12 - £13

Call Karl for more information on 01923 235015