Date: 28/10/13
IS Service Desk Incident Analyst
Enhanced CRB No
IS Service Desk Manager

Act as a single point of contact for the Groups IT services.

To provide excellent customer service in all contact with users and colleagues; verbally and in writing.

To provide Incident Management to the Group.

To provide Request Fulfilment to the Group.

To provide Problem Management to the Group

To provide Access Management to the Group.

To provide IT Procurement to the Group.

To provide Configuration Management to the Group.

To provide all services to the agreed service levels.
Strategic Aims
Communication
Planning and
Organising
Problem Solving
Decision Making
Knowledge, Skills and
Experience Needed for the Job
1.Incident/Problem/Knowledge Management

Ensure all issues are recorded fully in the Service Management system with correct summary, detail, priority, status and assignment.

Ensure all requests are assigned to a team or individual within 20 minutes of their arrival whether by email, selfservice, voicemail or in person.

Ensure all calls are monitored and updated regularly with all relevant information.

Ensure all calls are escalated immediately when required (internally and/or externally); maintaining ownership and chasing where needed.

Conduct initial diagnosis and implement workarounds/standard changes with the priority of restoring services as soon as possible and within SLA.

Identify and raise problems to investigate route cause when reoccurring incidents are raised, including tracking progress of these through to completion.

Maintain awareness of all open issues as recorded in the service management system and through other communication channels.
IS Service Desk Analyst Role Profile v3.00 28Oct2013

2.Request Fulfilment

Manage Service Requests through the Request Fulfilment
Procedure

Manage and maintain the asset management process
 Ensure all CI’s are updated and up to date in the CMDB adding new
CI’s when they arrive as well as decommissioning old stock.

Ensure the CMDB is proactively and regularly maintained including data verification, site audits, asset disposal, etc.

Maintain the IT asset stock/Store room for the purposes of orderly access, identification tagging and optimal financial use for the
Group.
3.Procurement and invoicing

Follow the purchasing procedure including ensuring appropriate authorization and budget has been obtained.

Ensure the best price for a product is obtained from our preferred suppliers without adversely compromising quality.

Ensure documentation (invoices, delivery notes, contracts, etc) is retained as appropriate and filing/records are kept in order.

Maintain the invoicing process; invoice handling, payment tracking, financial budget coding and sundry administration.

Liaise with suppliers for payment, delivery/invoicing discrepancies, etc
4.Service Reporting (DOR, KPIs, Vodafone, Ricoh etc)

Provide Service Desk, SLA reporting and ad hoc reporting as required
5.Customer Services and Communication

Maintain a professional, service-oriented attitude and manner in dealings with users, colleagues and 3rd parties

Maintain constant dialogue with the user/3rd parties and update them as appropriate

Maintain and promote a consistent high level of customer service and professionalism in all dealings with end users, colleagues and
3rd parties alike.

Alert management and colleagues when appropriate to issues that require attention including where service levels are endangered.

Ensure sufficient and appropriate communication is applied at all times; with end users, colleagues and 3rd parties alike.
6.General Responsibilities
 The role covers all elements of Network Housing Group’s IS, including desktop computers, laptops, telephones, printers, photocopiers, mobile phones and faxes

The role requires the ability to troubleshoot advanced issues and to fully understand all aspects of the technology and implementation

Undertake specific projects as requested by the IS Management

The post holder is exp ected to support the IS Department’s and the
Group’s objectives by undertaking any appropriate professional duties when necessary.

This job description should be regarded as a general guide. You will be expected to undertake other activities related to the successful running of the Service Desk.

Undertake site visits as required reactively and proactively to meet
SLA’s and customer service expectations.
IS Service Desk Analyst Role Profile v3.00 28Oct2013

Job context and any other relevant information

Ensure the Service Desk has physical and phone cover at all times during the core SLA hours of 9am-6pm.

Ability to cover for the Service Desk Manager where times arise, including being a point of escalation and decision maker.

To adhere to the Equality & Diversity policy in all activities, and to actively promote equality of opportunity wherever possible

To be responsible for your own health and safety and that of your work colleagues, in accordance with the Health & Safety at work
Act (1974) and relevant EC directives

To undertake such other duties as may be reasonably expected.

Any role profile provided to you by Network Housing Group will not form part of your contract of employment unless specified otherwise.
Dimensions
(Scope of the role – i.e
Budgets/resources)

To support all NHG members of staff and all systems in our service catalogue

The primary customer of the role is the Groups employees.

Frequent and important contact with 3 rd party suppliers.

Essential :
- ITIL v3 Foundation (passed)
- Sound ITIL awareness of core V3 Service Operation/Transition processes; Incident, Access and Configuration management, Request Fulfilment.
- Customer service focused; putting the needs of the business first.
- Familiarity with working on an IT Service Desk with its fast changing, priority-shifting, customer facing, time focused and sometimes pressurised environment.
- Efficient communicator with customers, colleagues and 3 rd parties including appropriate and flexible use of communication tools.
- Efficient troubleshooting skills and demonstrable issue solving techniques.
- Accomplished team worker with concentration on the effort delivered as a team; assisting colleagues when required.
- Solution focused and can-do attitude with a desire to deliver a resolution as fast as possible.
- MCP (or equivalent within the MCITP) qualification.
- Thorough knowledge of MS Office and Outlook (versions from XP onwards).
- Proficient knowledge of the Citrix environment; published applications, shadowing, printing.
- Good Active Directory administration knowledge; creating accounts, assigning permissions via security groups, awareness of group policies.
- Knowledge of MS Exchange; mailbox quotas, mail stores.
- Sound hardware knowledge; especially with PC’s, printers and other standard desktop/peripheral equipment.
- Proficient networking knowledge; DHCP, cabling, routers, switches.
- Knowledge of Blackberries, PDA’s – administration and setup
- Excellent attention to detail and record keeping.

Desirable :
- MCITP or MCSE
- A Service Desk/Customer Service oriented certification
- Procurement experience
- Knowledge of data backup and restore technologies
- Full UK Driving licence.
IS Service Desk Analyst Role Profile v3.00 28Oct2013


Other :
- Able to work within the core hours of operation for the Service Desk (0800-1800 Mon-Fri) with participation in a shift system.
- To meet operational requirements a flexible attitude to working hours is necessary to meet the needs of the business including working outside the core hours as well as occasional weekend working.
- Based in Wembley, you will be expected to travel and work from other sites across London,
Hertfordshire and the South-East to meet operational / business needs at short notice; therefore a flexible approach to location and hours is required.
Core competencies

Results focus: sets high work standards for self and demonstrates drive to meet targets

Customer orientation : desire and willingness to address the needs of internal and external customers, seeking continually to improve quality & standards of excellence.

Communication: able to convey information clearly, accurately and convincingly through speech and/or in writing.

Teamwork: contributes actively to a working environment, in which colleagues work co-operatively with each other, accepting collective responsibility.

Planning & Organisation : prioritises, organises & schedules activities & resources to ensure achievement of results.

Respect for all: demonstrates awareness of cultural and community diversity and sensitivity to the needs and feelings of other people.

Responsive to change: receptive to the need for change and adaptable to changing work demands and conditions.
Verification
(JDs should be agreed by the relevant manager and individual job-holder)
I agree that this Role Profile conveys an accurate description of this job.
Signature Manager: Name
Job Title:
Post holder: Name Signature
Date
Date
IS Service Desk Analyst Role Profile v3.00 28Oct2013