IT Incident Analyst Leigh, Dorset, South West England, England
Job description
Key results from the job holder The post holder is required to use his / her technical skills to provide an immediate resolution or a temporary solution to Incidents, where possible, including first line support using remote support software or second line by attending the site to resolve the issue in situ. Staff will be included within the Site Rotation, which will include providing first line support, by triaging calls coming into the Service Desk and providing telephone or remote support software. Provide second line support, which includes attending all WWL Trust Sites, that we support which includes our main sites of Leigh, RAEI, Wrightington, Buckingham Row, but this list is not exhaustive. Assess requests for additional work, gathering appropriate technical information before logging, to ensure the work can be completed with the minimum interruption to the user.
Assist with planned Service Requests, such as PC / printer installations, office moves, software installations and upgrades etc. Provide technical assistance to other members of the IT Services Department as and when required. Actively check for new updates, possible solutions to faults and general information on the internet with regards to anti-virus, software and hardware. To become fully conversant with the IT Services Department Service Charter.
To become fully conversant with the computerised Call Logging system and ensure that the documentation database is maintained in accordance with the defined quality standards. Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Incident Team Leader. Produce reports and statistics from the Call Logging System, if required. Ensure data quality of IM&T Service Desk.
