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Free Job Descriptions

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ICT Senior Analyst provides a free database of real job descriptions for use in writing jd`s, recruitment and job search.

Job Summary

Working in a busy ICT Department, you will be part of a dedicated team that handles approximately 900 calls per week of a varied, technical nature.    You will provide supervisor support to the ICT Service Desk and work as a senior analyst to operate and monitor the resolution of calls to ensure that IT objectives and service levels are met by resolving faults at the first point of contact, providing assistance and advice to on numerous systems and applications whilst providing a high degree of customer care.

Main responsibilities- ICT Senior Analyst

Knowledge Skills and Abilities-ICT Senior Analyst



5 GCSEs Grade C or equivalent including English and Mathematics and a computer

related subject or comparable practical experience


Experience in an ICT environment


Previous experience of supervising, developing and motivating staff


Working knowledge of Microsoft Office and good typing skills, RSA level 2 or equivalent


Experience of working on a technical Service Desk











Personal Responsibility


Community and Customer Focus


Effective Communication


Problem Solving


Regular customer satisfaction surveys, managing customer complaints and managing daily activities of the team will form the core of this role.


Supervise a team of Analysts to ensure service level agreements and quality standards are met


Assisting with development of best practice for the Service Desk and ensuring that procedures are kept up to date


Identifying and advising line management of potential performance failures before they become critical


Providing regular and ad hoc performance statistics to line management


Schedule staff shift patterns


Process complaints



Creating and updating Service Desk process maps and documentation to ensure daily working procedures are up to date


Ensure steps are taken to deliver a customer focused service


Provide flexible working hours and on call as required

Provide training and support to enhance the efficiency of the team


Assist with researching, preparing and managing projects as required


Providing an ICT single point of contact for customers


Ownership and tracking of all incidents logged on the service management system throughout their lifecycle.


Detecting, recording, classifying, prioritising all ICT incidents and tasks




Investigating and diagnosing incidents by providing telephone assistance to restore normal service on all systems


Resolving customer queries / incidents or assign to the correct specialised team within ICT


Monitor and track incidents, escalating where necessary to the Service Desk Manager


Provide customer-focused service managing customer expectations by keeping customers informed of progress