IT Service Desk Analyst

KEY RESPONSIBILITIES:

General Village Support

• Ensure that a high level of customer service is consistently delivered
• Handle all IT queries made by Value Retail employees based in the village
• Provide support and testing resource for IT related projects and office moves / re-designs
• Local monitoring / management the service IT delivers to the village
• IT point of contact for village VIP’s
• Occasional remote / onsite IT support to ‘other’ Villages (in the region)

Incident / Problem Management

• Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA
• Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable
• Escalate unresolved incidents to internal resolver teams and 3rd party suppliers
• Ensure all incidents and service requests are recorded in the IT Service Management Tool
• Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met
• Identify problem trends and potential issues and escalate as necessary

Project Support

• Assist with the definition of village specific project requirements
• Participate in all aspects of project testing related to the village implementation
• Deliver training courses/tutorials for new or upgraded systems to the end customer
• Support the local implementation of business and technical change projects
• Publish knowledge articles and other documentation/procedures on common issues
• Provide IT Training for new joiners
• Provision of general ‘How to …. ‘ IT support to the village team

Hardware Support

• Build, configure and install PC’s, laptops and mobile devices
• Install applications ensuring that the software is approved and licensed correctly
• Printer configuration and installation
• Plan and undertake scheduled maintenance of local infrastructure and network
• Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI)
• Co-ordination and supervise local 3rd party IT providers