Arts Council England are seeking a Service Desk Analyst, the role is North West hybrid working.
You will be accountable for providing a responsive and customer-focussed IT support service to staff across the organisation. You will take ownership of issues and ensure that Arts Council staff are kept informed of progress and that calls are resolved and closed within service level targets.
You will work with users to ensure expectations are correctly set and provide guidance to users how to best use the IT hardware, software and services provided.
You will adhere to IT Service Desk policies and procedures, ensure that calls are logged correctly within the IT Service Desk system and work with other teams within the IT department to provide an integrated service to end users.
You will attempt to resolve incidents and respond to requests, only assigning calls to other teams where this is not possible or call volume does not allow. You will assess the severity and priority of an incident and respond accordingly, escalating to the IT Manager, Service Support as necessary.
You will ensure that starters, leavers and other organisational changes are reflected accurately in system directories and group memberships. You will ensure that the appropriate authorisations have been obtained before making any changes to staff details or their access privileges.
You will have a good understanding of all the services provided by the IT team and advise Arts Council staff on how to get the maximum benefit from those services, providing individual tuition where appropriate.
You will monitor how the service is being received and look for opportunities to improve, advising the IT Manager, Service Support accordingly.
You will work with external resources and service providers as necessary to manage incidents to a satisfactory resolution.
You will be courteous at all times and communicate to people in terms they understand, avoiding the use of technical jargon.
You will be required to travel to other Arts Council locations across England.
You will contribute to the organisation’s commitment to diversity and its implications for the arts, promoting a diversity perspective in all aspects of the post’s objectives and activities.
You will contribute to a positive working culture in the organisation by taking a proactive approach to learning, responding to change, inclusive practice, and environmental responsibility. ·
You will reflect the Nolan Principles of Public Life and the Arts Council’s values with a commitment to equality, diversity, and inclusion.
To apply, visit here
Closing date: 9 February