Job Introduction
The West Midlands Combined Authority are now seeking a Service Desk Analyst to join their dynamic Digital and Data team, for 12 months.
In this post, you will contribute to the delivery of a Digital and Data support service to WMCA and/or Midland Metro Limited to enable the delivery of objectives to make best use of IT as a business tool, and effectively deliver a “one stop shop” for Digital and Data IT services.

WHAT’S ESSENTIAL.

• Experience within a Digital and Data (IT) support function and troubleshooting issues to a high level.
• Experience of Microsoft Windows 10, Office 365, Exchange Online, Active Directory and familiarity with both remote desktop and service desk applications.
• Experience of IT and telecommunications with an understanding of the concepts and applications.
• Good experience of installing hardware and/or software.
• Experience of routine installations and de-installations of items of hardware and/or software.
• Knowledge of good security practice covering the physical and logical aspects of information products, systems integrity, and confidentiality in line with WMCA security policies and all relevant legislation.
• Excellent knowledge of support issues within a Microsoft desktop environment.
• You will have good understanding of Incident/ Service Request/Problem and Change Management processes (preferably to ITIL V4 Foundation standard).
• Excellent communication skills with a friendly approach to problem solving.
• A self-motivated individual who can work using their own initiative as well as work well in a team.
• Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.
• Experience of a customer-focused approach; taking ownership of tickets, keeping IT users informed of progress, understanding the business impact, seeking feedback, and always striving to improve.

WHAT YOU WILL BE DOING.

• Resolve incidents, problems or service requests that can be dealt with by 1st and 2nd line support.
• Assist 3rd line support teams / contractors / suppliers.
• Develop and maintain a strong customer service ethos.
• Work with other members of the MML IT team to ensure the Service Desk is resourced during operational hours (where required).
• Support the other members of the Service Desk team in resolving Digital and Data calls.
• Effectively communicate with colleagues in the wider business, of all levels of seniority and IT proficiency.
• Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user.
• Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress.
• Escalating any potential impacts to service to the Service Manager
• Develop self-help IT support material.
• Assist in the creation of knowledge base articles to assist in identifying new, common support issues and mechanisms that could be resolved quickly.
• Ensure that standard operating processes and procedures are documented to provide advice and support to users.
• Assist in the ordering process for goods and services and track their progress.

Applying for a role with WMCA is straight forward. Follow these steps to get started.

• Create your Careers Account. Register with your name, email address, and a password.
• Build your Profile. Upload your CV to help populate your career and education details.
• Write your Supporting Statement. Make sure to address each of the required essential criteria.
• Submit your application. Do one final check and once complete, click submit