Technology Service Desk Analyst

at  The Works

BECOME A TECHNOLOGY SERVICE DESK ANALYST

We’re looking for a Technology Service Desk Analyst to join our team! The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

YOUR MISSION

• Incident Management - Accurately logging, categorising, prioritising and owning incidents ensuring all relevant data is captured as early as possible in the lifecycle. Completing initial diagnostics, known error checks and resolving or functionally escalating incidents to resolver groups ensuring the right resolution path is applied and SLAs are monitored continuously. Flagging any knowledge management opportunities prior to closure. Closing the loop on all associated communications and linking incidents to problem tickets where one exists.
• Problem Management - Acting as an early warning system, spotting incident trends, potential major incidents and aged incidents ensuring they are flagged to the appropriate stakeholders as early as possible.
• Request Management - Accurately logging, categorising, prioritising and owning requests ensuring all relevant data is captured as early as possible in the lifecycle. Confirming appropriate approvals, agreeing timelines with the requestor. Assigning requests to resolver groups ensuring the right resolver path is applied and SLAs are monitored continuously. Flagging any knowledge management opportunities prior to closure. Closing the loop on all associated communications.
• Knowledge Management - Creating and maintaining known errors, workarounds, knowledge articles & standard operating procedures. Seeking training and documentation opportunities across Technology Services.

SKILLS/BEHAVIOURS THAT WILL SET YOU APART

• A huge appetite to learn
• Strong communication skills
• Logical thinking skills with an ability to break down and troubleshoot issues
• Tech savvy and keen to get stuck in

Desirable

• Previous technology support experience
• Previous experience studying technology related subjects

To inspire reading. learning, creativity and play - making lives more fulfilled.