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I.T Service Desk Analyst job in Belfast

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Job Ref:  204558455
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Belfast
Post Code:  BT7
Salary:  £20800 - £23400/annum
18/10/2016 14:20
Main Duties/Responsibilities

To complete tasks assigned by the Service Desk Team Leader, ensuring that these are carried out in accordance with appropriate protocols and procedures and ensuring that appropriate quality standards are maintained at all times.

To work as a member of the Service Desk function for systems support, which will include technical trouble shooting and ensuring that the appropriate technical solutions are applied at all times.

To work as a member of the Service Desk Team in order that the team delivers a prompt and knowledgeable service to keep any downtime of ICT equipment and connectivity to the network services, to a minimum.

To manage user expectations in accordance with relevant Service Level Agreements (SLAs)

To participate in the operation of the service desk system within the service desk team. This will include the completing assigned incidents and work requests, ensuring that relevant protocols and procedures are adhered to and any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner. The service desk analyst will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs.

To attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance.

To comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all information and prevent the unauthorised access to information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents.

To participate in Working Groups and Project Teams as required by the service desk leader.

To assist as required, in the specification, procurement and installation of hardware and software.

To keep abreast of new developments in IT in order to ensure that possible benefits are identified and considered.

To liaise closely with all third party hardware, software and service providers, ensuring compliance with all relevant service level agreements and/or /contracts.

To follow all specified quality standards, processes and procedures (e.g. ITIL) in order that information reports generated from the service desk system are timely, relevant and accurate.

To participate in any service desk rota to ensure that the service desk office is attended at all times, particularly during holiday periods.

Risk Management

To ensure that all identified risks are reported to the service desk team leader and that relevant health and safety procedures are followed at all times.

To assist the team leader in achieving the required level of Controls Assurance compliance and that all Controls Assurance documentation is competed in a timely manner.

Personal Development

To ensure a personal commitment to maintaining a high quality of service to users through continual development of practice

To formulate, in conjunction with the Service Desk Team Leader, a personal development plan to identify and address personal development needs.

General Responsibilities

promote and support the mission and vision of the service for which they are responsible and:

At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner.

Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them.

Comply with Smoke Free Policy.

Carry out their duties and responsibilities in compliance with the Health and Safety Policies and Statutory Regulations.

Adhere to Equality and Good Relations duties throughout the course of their employment.

Ensure the ongoing confidence of the public in-service provision.

Maintain high standards of personal accountability.

Comply with the Code of Conduct.

Records Management


A computer related qualification - degree/HND level or above plus one year's relevant experience in providing IT support using technologies identified in point 2.
Two years experience in providing IT Support using technologies identified in point 2.

A working knowledge in all of the following:

Data communications networks and TCP/IP

Microsoft Office (e.g. 97/2000/2003/2007/2010)

E-mail Services (Exchange) and Internet Access Configuration

Microsoft Windows (e.g. 2000/XP/Vista/7)

Active Directory

A working knowledge of computer hardware and software.

An ability to develop and present ideas.

Excellent interpersonal skills.

Ability to meet deadlines.

Driving Licence and access to a car


Knowledge of ITIL Best Practice in relation to ICT Service Support.

Where educational/professional qualifications form part of the criteria you will be required, if short listed for interview, to produce original certificates, and one photocopy of same, issued by the appropriate authority. Only those certificates relevant to the short listing criteria should be produced. If educational certificates are not available an original letter

and photocopy of same detailing examination results from your school or college will be accepted as an alternative.

If successful you will be required to produce documentary evidence that you are legally entitled to live and work in the United Kingdom. This documentation can be a P45, payslip, National Insurance Card or a birth certificate confirming birth in the United Kingdom or the Republic of Ireland. Failure to produce evidence will result in a non appointment.

to aplay for this role please email your cv to (url removed) or call jim on (Apply online only)
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