2397 - Service Desk Analyst

Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.

EOs who work on the Service Desk will be covering the following operating hours:

37 hours per week, across 5 days between Monday – Saturday.

Operating business hours are between 8am to 6pm, Monday to Friday and 8am to 2pm on Saturdays.

Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.

Key Responsibilities:

Working closely with the Crime IT business support desk and Operational Services technical support teams, the main responsibilities of the role are:

• To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
• To route calls to the appropriate business or third-party support desk as required;
• To receive and respond to monitoring alerts;
• To troubleshoots basic network issues;
• To utilise the Knowledge Base to provide advice or resolve incidents;
• Enter and maintain relevant records in the Service Management tool;
• Promptly allocate incidents to the appropriate resolver group;
• Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
• Communicate progress and resolution of support requests in line with Service Level Agreements;
• Escalate issues as appropriate ensuring line managers are aware of actions taken and management information;
• Maintain the asset database and tracks changes.
• Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow.
• Working with the change manager to expedite changes where requested and appropriate.
• Initiating problem tickets in response to incidents that are deemed problems.
• Ensuring that problem owners keep the tickets up to date.
• The post holder will report to the Service Desk Team Leader.