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Kate Marshall

Kate Marshall

Senior Service Desk Analyst

EC Harris

Senior Service Desk Analyst at EC Harris

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EC Harris

Senior Service Desk Analyst

Working as part of a team, supporting the Helpdesk daily protocol, logging contacts in Sostenuto (call logged system), fixing a high percentage of calls (65% +). Issues that cannot be resolved are then allocated to the 2nd line support team. Additionally I am the technical lead within the team supporting other members of the team technically as well as dealing with more technically challenging work. I also stand in for the Helpdesk Manager when required.

Dimensions of the role:

Incident Management – the logging, resolution and escalation of user based technical issues relating to all hardware, software, systems and services deployed across the group.
Request Fulfilment - the logging, resolution and escalation of user based Service Requests relating to all hardware, software, systems and services deployed across the group.
Major Incident Management – Ensuring Major Incidents are flagged up accordingly and related incidents assigned to them where required.


Responsibilities:

-Stand in for the Help Desk Manager when needed
-Produce the daily reporting for the IT Helpdesk
-Provide a technical escalation point for other team members.
-Monitor the quality of SDA work and produce reports accordingly for use by management
-Hold technical 121 meetings with Team members where needed
-Ensure Knowledgebase systems are updated and accurate
-Queue management to ensure volumes remain within agreed limits.
-Carry out all of the duties of a Helpdesk Analyst.

Career medium 05
Career
Career medium 02

EC Harris

Business Systems Analyst

The business systems support analysts are responsible for application support services across the group. Application Testing – writing and execution of test scripts, management of test user groups and collection and analysis of results (Unit, functional and UAT)
Project Support – participation and support to the PMO and project manager for various systems based projects e.g. training documentation production, systems functionality and suitability assessment.
Service Desk – the maintenance and development of support interfaces and helpdesk tools across the group.

Provide specialist application support
Improve the capability and knowledge of the technical support team
Build excellent working relationships with key systems users across the group
Ensure application enhancements and new systems are successfully rolled out and embedded
Contribute to the improvement of user experience of the applications by providing feedback to the application owners
Advise on systems improvements by reviewing the incident logs
Enhance service quality levels by generating call statistics to measure performance


Problem resolution
Keeping users notified and informed on calls and progress
Ensuring user customer satisfaction in every step of problem resolution
Ensuring that calls logged and escalated by 1st Line are responded to within set SLA
Ensuring that calls that cannot be immediately resolved are dealt with by the appropriate resolution group
Providing guidance and advice to users on the use of business systems applications
Accurate escalation of incidents to the appropriate resolution groups
Supporting the business processes and project stages executed to test and roll out applications

Career

EC Harris

Service Desk Analyst

I am responsible for taking phone calls, emails and walk up’s from users and logging incidents into available call logging systems. I endeavour to attempt first time fixes over the phone using remote tools where required, keeping the end user informed at all times.

Typical activities:

• Answering phone calls from users.
• Logging calls and details into call logging system.
• Basic Active Directory account administration e.g. password resets.
• Basic troubleshooting of common IT software products.
• Ability to fix 70%+ of all calls first time.
• Escalate calls that cannot be resolved to relevant team.
• Ensure the client is kept fully up to date on outstanding issues.
• Prioritise nature of calls according to local Service Level Agreements (SLAs).
• Complete all client documentation as per client requirements.
• Complete all administration and documentation as required.
• Communicate with all internal and external customers as required.

Career medium 06
Career
Career medium 04

Plan-Net

Service Desk Analyst

I am responsible for taking phone calls, emails and walk up’s from users and logging incidents into available call logging systems. I endeavour to attempt first time fixes over the phone using remote tools where required, keeping the end user informed at all times.

Typical activities:

• Answering phone calls from users.
• Logging calls and details into call logging system.
• Basic Active Directory account administration e.g. password resets.
• Basic troubleshooting of common IT software products.
• Ability to fix 70%+ of all calls first time.
• Escalate calls that cannot be resolved to relevant team.
• Ensure the client is kept fully up to date on outstanding issues.
• Prioritise nature of calls according to local Service Level Agreements (SLAs).
• Complete all client documentation as per client requirements.
• Complete all administration and documentation as required.
• Communicate with all internal and external customers as required.

Career

Royal Bank of Canada

Application Specialist

Providing 2nd line support for software used within the company.

Abacus

Service Desk Analyst

Grainville