Division: / Information and Communication Services
Job Title: / Service Desk Analyst
Grade:
Post Number: / F838
/ Essential / Desirable / How assessed

Qualifications

Evidence that candidate has sought to further their educational/learning opportunities and been successful in so doing

/  / App/Doc
Any business or IT related qualifications – ECDL.
ITIL Foundation level /  / App/Doc
Or

Demonstrable experience identified within the section below.

/  / App/Int
Experience
Experience of handling service requests in a Service Desk environment
Relevant experience of working in a busy ITIL Configuration environment
Experience of liaising and negotiating with end users and 3rd party suppliers /  / 
 / App/Int
App/Int
App/Int
Skills/Knowledge
Knowledge of Incident Management and Configuration Management procedures
Sound knowledge of Office systems and procedures
Ability to deal effectively with a wide range of user enquiries.
Knowledge of configuration Management and Service Request principles/processes
Knowledge of Purchasing procedures and Accountancy Software / 

 / 
 / App/Int
App/Int
App/Int
App/Int
App/Int
Good organisation skills /  / App/int
Good literacy and numeracy skills /  / App/int
Interpersonal Skills
Possess excellent communication skills.
Ability to liaise with user and 3rd party providers.
Ability to take ownership of user requests and be proactive when dealing with user issues
Maintain agreed timescales. Show commitment to team work.
Ability to work on own initiative, “Can Do” attitude / 



 / Int
Int
Int
Int
Int
Negotiation skills /  / Int
Other requirements
An understanding of, and commitment to equal opportunities, and the ability to apply this to all situations. /  / Int/App
Must be able to perform all the duties and tasks of the job with reasonable adjustments, where appropriate, in accordance with the provisions of the Equality Act 2010. /  / Int/App
Key:
App = Application form
Test = Test
Int = Interview / Pre = Presentation
Med = Medical questionnaire
Doc = Documentary evidence (e.g. certificates)
Prepared by: Aymen Khan/ Paul Harrison Date: 5th August 2014

Title: Job Description/Person Specification Template

Date Created: 10/10/2010

Last Amended: 18/01/2012Page 1 of 2