Desktop Analyst

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**Desktop Function**:

- Provide a professional and well-mannered telephone and face-to-face service for all inquiries.
- Provide an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
- Participate in ongoing team training and development.
- Provision of IT hardware through documented procurement processes and procedures while ensuring the transparency and traceability of all purchases for all team members.
- Prioritise and effectively manage BAU requests and incidents as well as any approved projects and tasks as assigned and approved line manager.
- Consistently seek improvements and efficiencies in process, procedure and standard and communicate them to the team and leadership for review.

**Ticket Management**:

- Accurately and completely record all interactions in ITSM toolset.
- Provide second level support ensuring all requests and incidents are regularly updated and completed within defined Service Level Agreements (SLA).
- Escalate all tickets outside of the scope of control and understanding to appropriate team, vendor, or leader per defined procedures.

**Audit and Compliance**:

- Carry out all Desktop responsibilities within the defined policies, procedures and standards maintained in our Internal Technician knowledge base.
- Seek approval from leadership or level 2 teams when deviating from defined policy, procedure and standard.
- Document approval and outlier actions taken on the record kept within the ITSM toolset

**Asset and Knowledge Management**:

- Provide insight as required during regular device SOE Design, Build and Deployment phases through the approved business tool of choice.
- Participate in knowledge management process by: o Creating new technical and process documentation using approved templates.
- Validating existing documentation and converting to approved templates.
- Archiving out of date documentation.
- Creating end user quick reference guides using approved templates.
- Maintain the accuracy of documents using the Knowledge Management process for our Internal technician knowledge base and External End User knowledge base.
- Collaboration: Works cooperatively with others and makes valued contributions to achieve shared goals.
- Continuous Learning & Innovation: Identifies learning opportunities to drive personal growth, and innovation, and improve outcomes.
- Ways of working: Applies company’s values and agile ways of working effectively.

**Role-Specific and Technical Competencies (Knowledge, and Skills)**
- Expertise in the delivery of IT Support and computer hardware support and maintenance.
- Actively participates in a highly collaborative environment with proven experience in both working within a team and independently without supervision.
- Ensures a high level of Interpersonal communication skills, both written and verbal with key stakeholders.
- Demonstrates experience in critical thinking and problem solving, with the ability to look at an issue from the outside in.
- Advanced time management skills with an introspective awareness of capacity limitations.

**Additional Experience and Qualifications / Accreditations**
- Experience in Cherwell Service Management or similar ITSM tools.
- Experience using Microsoft Active Directory, Microsoft Azure, Apple Business Manager, SCCM and Intune.
- Tertiary qualification in Computer Science, Information Management Systems, or a related discipline.
- Expertise with Windows and Mac operating systems.

**What next?