Service Desk Analyst Job England UK,IT/Tech

Inspire:
Culture, Learning and Libraries is an organisation delivering a range of cultural, heritage, learning and library services across Nottinghamshire.

We are looking for an individual to become part of our growing ICT team. This is an opportunity to join our in-house ICT team and have the opportunity to be part of the process to implement our service offering.

As a Service Desk Analyst, you would be providing technical support and guidance to Inspire staff and have proven experience in troubleshooting escalated IT issues, with solid analytical and problem-solving skills. As well as working on tasks and projects to deploy solutions and develop services, you will ensure all incidents and requests are logged on the company service desk management platform.

The ideal candidate will have the ability to mentor other members of the team as well as producing support documents and possess excellent customer service skills to ensure Inspire service and performance standards are met.

The role can be based from Inspire Headquarters in Nottingham or Mansfield Library (along with Hybrid/Home working) and will support delivery of ICT services across 60+ Libraries, 30 Inspire Learning Centre’s as well as Nottinghamshire Archives, Youth Arts and Cultural centres and venues across Nottinghamshire.

The ability to travel across Nottinghamshire is highly desirable.

Inspire is committed to applying its Equality Policy at all stages ofrecruitmentandselection. The selection process will be carried out without regard to disability, gender, gender reassignment, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy and maternity or trade union membership.

For more information, please contact Thomas Mason (ICT Service Desk Manager) at thomas or

Job Description

Job Title:

Service Desk Analyst

Grade 4

Job Purpose

To support the provision and use of ICT, systems and data service across all Inspire services, providing ICT technical support and guidance to staff, learners and customers, undertaking a range of duties to maintain the safe and effective use of computers, systems and technologies.
To proactively monitor all ICT requests and ensure timely resolutions, supporting the wider team.

Key Responsibilities

To support the work of the ICT Service Desk Manager and team to deliver, exploit and develop an integrated ICT service across all Inspire Services.
To undertake specific tasks and projects to resolve issues, deploy solutions or develop services to ensure Inspire service and performance standards are met.
To provide ICT technical support and guidance to staff, learners and customers, advising users on the correct use of computers, software, and mobile technologies.
Proactive monitoring of all requests, incidents and problems at all times.
To ensure tickets on the helpdesk are resolved in a timely manner ensuring all stakeholders are happy with the resolutions.
To lead on Service Desk calls as needed and support escalations from the team.
To act as an escalation point for unresolved issues and provide a focused investigation/diagnosis, working with infrastructure and application teams as required.
To draw conclusions from the resolved tickets to impact the direction of future training or hardware needs.
To lead on asset management and carry out periodic checks.
To develop and lead a rolling programme of maintenance across the ICT estate.
To mentor ICT Technicians and provide opportunities for technical and soft skill development.
To deputise for the ICT Service Desk manager in leading the service desk and support team.
To provide training sessions where appropriate and lead the creation of ‘How to’ materials.
Ensure common tasks and processes are documented effectively.
To work alongside the support team to continuously develop and improve standard documentation.
Fulfil and process orders and disposals of ICT equipment, laptops, mobile phones and peripherals.
To build good relationships across Inspire, the ICT provider and systems suppliers.
To undertake tasks as directed by the ICT Service Desk manager to support and deliver an effective ICT service across all Inspire services.
Be aware of the Data Protection Act, GDPR and e-safety under the direction of the ICT Team and ICT Manager to ensure security, confidentiality and performance of ICT systems are maintained.
The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines,…