Job details

IT Services Analyst – (Fixed term)
Hillsborough (Northern Ireland)

Job reference: ITSA-H-J18

Closing date: 31/01/2018

Salary: Negotiable

Department: IT

Hours per week: Not specified

The IT Services Analyst shall:

Activity Management

  • Carry out all the onboarding tasks, in order to deliver all activities as per schedule, and ensure that relevant leaver tasks are completed on time

  • Ensure that all planned service delivery requests are delivered to a high standard and to expected service delivery timescales

  • Carry out IT equipment refreshes for end users including pc, laptop, mobiles, ipads, tablets ensuring all asset management details are kept up-to-date

  • Assist with Lan/Desktop projects including, but not restricted to, W10 migration, scheduled PC replacements, Office 365 software support, mobile phone replacements and other projects which will require support and maintenance throughout

  • To assist with where appropriate, incidents raised from helpdesk to provide efficient closure on all escalated incidents

  • Undertake any other duties that may be assigned from time to time

User Support

  • Provide additional adhoc support to the service desk and helpdesk team

  • Follow Service Request and task management processes

  • Delivering a superior service for the delivery of technology refresh projects and new user onboarding

  • Be able to manage user expectations when carrying out all activities and tasks and to provide clear and concise communication at all times to line manager and key stakeholders

Training & Documentation

  • Complete and maintain all service desk documentation and ensure user training documents are kept updated and published as appropriate

  • Develop skills and knowledge to provide consistently high level of service and understand key processes

  • Coach users on problem resolution and reduce repeat occurrences


This job description is intended to give the post holder an appreciation of the role envisaged for the IT Support Desk Technician and the range of duties to be undertaken.

It does not attempt to detail every activity.  Specific tasks and objectives will be agreed with the post holder at regular intervals.


The closing date for this job has now passed.


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