IT Service Desk Analyst

Job Title
IT Service Desk Analyst
Reports To
IT Support Manager
Head Office
Hours of Work
Full Time 40hrs

Main Purpose of Role

To provide a single point of contact for users of IT services on a day to day basis.
To resolve IT incidents and service requests at first point of contact where applicable, providing effective communication, in order to restore normal-state service operation to users as quickly as possible.
To assign 2nd and 3rd line IT incidents and service requests to the appropriate resolver group(s), and ensure services meet the agreed service levels and operational levels.

Direct Reports


Key contacts/relationships

IT Support Manager
Head of IT
IT Project Managers / Team Managers
Other IT Team Members
Other Project / Programme Stakeholders
IT Customers
IT Users
External Customers (Patients & Physio Partners)
External Suppliers and Contractors
External Auditors

Key Tasks

Log all relevant incidents, service request and other call details; allocate appropriate categorisation and prioritisation codes.
Provide 1st line investigation and diagnosis for all service desk calls.
Resolve incidents and service requests during the first point of contact whenever possible.
Escalate incidents and service requests that cannot be resolved according to defined escalation procedures and within agreed timescales.
Proactively keep users informed of progress of logged incidents and service requests.
Close all resolved incidents and service requests according to defined policies and procedures.
Conduct user satisfaction call-backs or surveys as agreed and according to defined procedures.
Provide general communication to users, including notifying them of impending changes or outages as required.
Adhere to all service management processes and provide feedback / improvement ideas

Key Performance Measures

Delivery of Project Work to agreed timescales
Resolution of reported issues within agreed timescales

Personal Profile

The IT Service Desk Analyst role is primarily about the support and administration of Business Applications. Namely the company Intranet (SharePoint) and CRM (SalesForce and other) systems. Providing support for daily administration, as well as on-going development within the parameters of the applications. This role will also involve the support of Data extraction and manipulation for Management Information Reporting, an understanding of Database technologies and data reporting tools is required.
While specific technical knowledge of the technologies in use is not required, the post holder will be required to have excellent analytical skills and a broad knowledge of IT Platforms. They should have a proven track record of working in a fast moving Business Environment and an ability to challenge existing processes making recommendations for improvements.
Technical Requirement’s
Experience of supporting IT services using ITIL best practice.
A good understanding of ITIL and its links with other best practice methodologies and frameworks (PRINCE2, MSP).
Must hold an ITIL V3 foundation certificate.
Sharepoint experience
Salesforce CRM
Knowledge of the organisations business areas, drivers, structure and priorities.
Previous experience of working on a large IS service desk and providing 1st line IT support >300 users in a predominantly Microsoft environment.
Strong typing skills to ensure quick and accurate entry of incidents and service requests.


The duties of this post may be subject to variation from time to time following consultation with the post holder.

Health & Safety

It is the general duty of every employee to take reasonable care for the health and safety of him/herself and others (including patients). This may involve the wearing of suitable protective clothing and footwear, and to co-operate with the management in meeting its responsibilities under the Health and Safety at Work Act. Any failures to take such care or any contraventions of safety or managerial instructions may result in Disciplinary action being taken.


All staff are required to respect confidentiality of all matters that they may learn relating to their employment, other members of staff and the general public and will be required to confirm their compliance with relevant codes of conduct.


I confirm that I have received a copy of and fully understand the content, responsibilities and accountabilities of my job description.

Signed _____________________________

Date ____________________


Connect Job Description 2015

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