After 3 months of unemployment due to the COVID-19 Coronavirus pandemic, I found myself in a position to accept an offer from the Isle of Wight Council to join their In-House team of ICT Support Desk Officers.
Providing a high-quality Desktop Support service within the ICT Operations Department ensuring all customer requests, projects, incidents, and problems are captured and progressed swiftly in such a way as to deliver robust, dependable, and cost-effective ICT which meets customer needs and expectations as agreed in all corporate Service Level Agreements (SLA’s)
February 2021 to August 2022
Role
- Assist the ICT Desktop Support Lead in co-ordinating all service desk and second line support requests to meet the needs of the organisation and ensure that staff are skilled to provide an efficient support service
- In conjunction with the ICT Desktop Support Lead and Senior ICT Desktop Support Officer (Service Desk and 2nd Line), analyse desktop support calls to assess future support requirements, develop suitable self-help material, and support documentation to best meet the requirements of the organisation
- Ensure that all support requests are logged through the call logging system and resolved within agreed service levels, where necessary the user is kept informed as to the status of their support request escalating this to either the system supplier or a specific ICT team as required.
- To provide ICT Desktop Support services in accordance with the defined ITIL processes, including prioritisation and escalation mechanisms, with clear performance standards and targets, which meets and where possible exceeds customer expectations as included in all SLA’s.
- Investigate and research desktop issues, using previous call histories, desktop support tools, business process documentation and supplier documentation to reach a resolution or workaround to the issue, escalating any problems to the Desktop Support Lead and other ICT Teams as appropriate
- To develop and maintain comprehensive up-to-date details of all systems and services within the remit of the post. This will include fully documented standing operating procedures, emergency operating procedures, process scripts, user guides and other similar material. Maintain detailed documentation about incidents, problems, known errors, knowledge base articles and other related ICT based processes and procedures as required.