B5 IT Service Desk Analyst

B5 IT Service Desk Analyst

• 
  Location: Belfast
  * Hours: Full-time, 40 hours per week
  * Pay Rate / Salary: £16.37 per hour
  * Contract Type: Temporary, ongoing
  

About the Role:
The IT Service Desk Analyst will support the IT Service Desk Team Lead in ensuring IT service management processes meet the organisation's needs. This role is key to promoting ITIL principles across the IT Department and ensuring processes such as incident, service request, and problem management are followed effectively. The IT Service Desk Analyst will work independently while collaborating closely with the wider IT team to provide an excellent customer service experience.

Why Apply:
* Temporary, ongoing role with consistent hours
* Opportunity to develop ITIL-based service desk skills
* Work within a professional IT team focused on customer service and continual improvement

Key Responsibilities:
* Assist the IT Service Desk Team Lead in following service processes across the organisation
* Adopt and promote ITIL principles within the IT Department
* Ensure operation of processes including Incident, Service Request, Problem, Change, SLA/Contract, IT Asset Management, IT Procurement, IT Service Reporting, and Continual Service Improvement
* Engage in knowledge sharing and provide guidance within the IT Service Desk Team
* Take ownership of responsibilities and meet deadlines in line with service processes
* Support the Team Lead to ensure effective and efficient customer service
* Develop strong partnerships within the IT Service Desk Team and wider IT Operations team
* Maintain IT Service standards, processes, policies, and report non-compliance
* Escalate non-compliance issues to the IT Service Desk Team Lead
* Work collaboratively with the wider IT Department to ensure ITIL-compliant services
* Promote continuous service improvement with customers
* Communicate technology decisions and issues clearly to non-IT colleagues and customers
* Participate in IT Service Desk team meetings
* Provide support and guidance to resolve team problems
* Perform other duties commensurate with the role
* Create, edit, and develop various information advisories and reports

Essential Criteria:
* At least 2 years' relevant experience within the last 4 years in an IT Service Desk environment
* Experience of Incident Management, Service Request Management, and SLA Management
* Excellent troubleshooting skills
* Strong customer service focus and excellent client relations
* Ability to build strong relationships with customers and colleagues
* Strong MS Office skills
* Ability to manage own time and work accurately under pressure
* Excellent planning, organisational, attention to detail, and communication skills
* Strong analytical and problem-solving abilities
* Must obtain and/or maintain ITIL Foundation certification once in post

Desirable Criteria:
* Possess a relevant HND or equivalent in an ICT qualification

If you are interested and available for this position, please upload your CV to the link or contact [email protected]

To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless of if you already have a valid certificate. It will be a cost of between £16 - £32 depending on clearance level.