Service Desk Analyst

Connect2Luton are excited to recruit a Service Desk Analyst on behalf of Luton Borough Council.Main purpose of position:On an operational level the role will respond to Incidents and Service Requests (including Major Incidents). They will contribute to the resolution of Incidents and Service Requests problems identified and building solutions for the knowledge base. Within the day-to-day service the role will contribute to the delivery of continuous improvement of the process and supporting systems into the Authority. The post holder will be part of a team and will be assisting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers'' issues or requests with professional attitude. Responsible for the triage and actions on both Incidents and Service Requests received by the Service. The post can greatly influence the direction and success of general day to day operation of the Service. The role will be a system administrator for the Councils corporate IT Service Management tool and assisting with the maintenance of access control of circa 3500 user accounts across the Council''s 150+ sites which include libraries, schools, community centres, social services establishments as well as the Council''s main central offices.You will be responsible to:Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool. Ensuring accurate and necessary ..... full job details .....