To operate on the service desk and be the first point of contact for providing 1st line IT support to the Northern Marine Businesses. The Service Delivery Analyst will be responsible for handling all new incidents and requests logged to the Service Desk.
React quickly and professionally to service desk incidents and requests that are submitted by users via the Self Service Portal
Responding to support requests for hardware such as, but not limited to, PC’s, Laptops, Mobile devices and Printers
Responding to Service Requests that relate to, but not limited to, access/application/hardware requests, New Joiner/Leaver requests and standard requests that are submitted via the Self Service Portal.
Provide knowledge base articles to be consumed by the end user – with the objective of reducing calls by empowering colleagues to search knowledge base for guidance/process or procedures prior to engaging the Service Desk.
Collaborate with other Northern Marine IT teams to facilitate change and introduce new services to the business.
Use a collaborative approach to problem solving within Service Desk team and other resolver groups.
Provide clear and concise ticket notes in ITSM tool when creating, updating and resolving incidents. Ticket quality is imperative.
Identifying CSIP (Continuous Service Improvement Process) items that may improve how the Service Desk functions
Ensure that the Asset Database is maintained at all times.
Major Incident Management – play a key role in supporting any P1 or P2 scenarios impacting the business.
HNC/HND or equivalent experience
Experience within a commercial environment preferable supporting a large userbase
Strong problem-solving skills
Strong communication skills
Experience in the following in all or majority of these is desirable: -