The IT Desktop Support Analyst will have the following main duties and responsibilities:

Service Request:

• Validating service request with appropriate budget holder. Placing order with relevant supplier and tracking the order process.
• Ensuring financial follow-up of order, including recharging to the appropriate cost centre.
• Maintaining service requests in the appropriate administrative systems.

Asset Management:

• Maintaining an up-to-date asset management database for all defined assets (e.g. PC’s, mobile phones, subscriptions etc.).
• Providing periodic reports on assets to check balance, and in support of planning, the budgeting process, and performance monitoring of service providers.

User Management:

• Maintaining changes in the applicable user database(s) with regards to user status (e.g. Active Directory).
• providing periodic reports on users, to check statuses and entitlements, in order to aid the planning and budgeting process.

Service Optimisation and Quality Assurance:

• Maintaining performance records of sources of supply (internal and external).
• Participating in supplier meetings to discuss performance and delivery issues.
• Periodically reviewing service processes, in order to provide advice to Service Level Manager and local IT coordinators for the improvement of services.

Experience / Qualifications:

• Previous and recent experience in a similar IT Desktop Support Analyst type role is essential.
• Experience of performing hardware and software installations is essential.
• Applicants will be expected to have experience of working in ITIL-based environments.