It Service Desk Analyst

Description:

The role is responsible for providing first, second and third line technical support and advice for the full portfolio of IT services with specialist troubleshooting expertise in Windows and Apple operating systems, related hardware and software, such as MS Office (O365) & network connectivity to ensure access to critical business, research and teaching & learning applications for Trinity staff and students.

The role requires experience of working with ITIL-based Incident Management processes, the ability to consistently demonstrate excellent Customer Management skills in an environment where you will be comfortable handling multiple Service Requests and incidents simultaneously. The role demands excellent problem-solving skills with a wealth of experience supporting a mixture of hardware and software vendors and platforms (e.g. Dell, Apple, Windows, macOS and many applications) and extensive knowledge on networking devices and practical experience of applying IT security principles to endpoint (desktop & laptop) devices.

The role requires expertise in the system administration and management of large enterprise endpoint management tools, (e.g. Operating System patching, VPN, Anti-Virus and Encryption enterprise software) and supporting IT Service Management tools (e.g. Remote Control, Call Management, Queue Management, Image Management). The role will also manage desktops and laptops in different configurations, e.g. end-user workstations, single-purpose/specialist teaching and research devices, etc.

The role actively engages in technical projects that are being undertaken in IT Services to continually improve and enhance the services offered.

Context:

This role is part of the IT Service Desk team of IT professional staff who provide technical services to staff, students and visitors to the University. The role reports to the IT Service Desk Manager.

The role-holder will work as part of a team and will work under general direction, they will be fully accountable for their own work and will exercise substantial personal responsibility and autonomy. The role includes a broad range of complex technical and professional IT activities, in a variety of contexts and the role investigates, defines and resolves complex technical issues independently.

The role must communicate fluently, orally and in writing, to present complex information to both technical and non-technical audiences. The role is undertaken in a fast-paced Service Desk that requires rapid absorption of new information and the ability to apply it effectively when resolving an issue. The role expects a passion for new IT and digital technologies, and the ability to promote and be an advocate for the IT Service operating model, IT policies and new developments.

Although the role-holder will work closely in a dynamic and supportive team environment, they will have individual responsibility for delivery of certain parts of the operation within the IT Service Desk and will be expected to develop and maintain technical service/solution documentation to be used by the Service Desk team and will be involved in mentoring and upskilling IT Service Desk staff as required.

At the end of this competition, IT Services will create a panel of suitably qualified individuals to fill IT Service Desk Analyst vacancies across the team. In the event that an IT Service Desk Analyst position becomes available, within 6 months of the interview date the candidates who are deemed appointable from this competition will be offered the next available IT Service Desk Analyst post.