Senior Service Desk Analyst

Summary

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

  • own and update the script for service desk analysts
  • coach and develop one or more service desk analysts, and manage availability
  • help develop the function, to design services, policies and processes and to drive service improvement and development across the team
  • assist in the production of management information.

Background

Background Components

Description Background
Has good understanding of the activities of the employer or client and appreciates the importance of the customer service task to the business. Prior Knowledge and Skills

Work Activity Components

Title Details
Request handling and customer support Receives and handles requests for support. Responds to a broad range of service requests by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues, incidents and problems as appropriate.
Log, monitor and report Applies customer services standards to track, monitor, report, resolve and/or escalate issues, incidents and problems.
Standards and documentation Contributes to creation of support documentation.
Implementation and controls Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.
Customer relationships and negotiations Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.
Customer service assessment Participates, as required, in regular review meetings between service providers and customers.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Analytical Thinking Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. Behavioural Skills
Information Acquisition Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them. Behavioural Skills
Attention to Detail Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete. Behavioural Skills
Verbal Expression Communicating effectively using the spoken word. Behavioural Skills
Written Expression Communicating effectively in writing, such as reports and via emails. Behavioural Skills
Teamwork Working collaboratively with others to achieve a common goal. Behavioural Skills
Follow-up and Monitoring Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary. Behavioural Skills
Application Systems Familiar with Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support. Technical Knowledge and Skills
Database Software Familiar with Software that enables the user to capture, create, populate and manipulate data structures and where appropriate unstructured data. Technical Knowledge and Skills
Networking and Communications Familiar with The planning and management of the interaction between two or more networking systems, computers or other intelligent devices. Technical Knowledge and Skills
Operating Systems Familiar with System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Technical Knowledge and Skills
Corporate, Industry and Professional Standards Familiar with Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain. Technical Knowledge and Skills
Operational/Service Architecture Familiar with Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency. Technical Knowledge and Skills
Access Control Systems Familiar with Any tool or system which provides security access control (i.e. prevents unauthorised access to systems). Technical Knowledge and Skills
Business Environment Familiar with The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective). Technical Knowledge and Skills
IT Environment Familiar with The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations. Technical Knowledge and Skills
BYOD Familiar with The policy of permitting employees to bring personally owned mobile devices (laptops, tablets, smart phones etc) to their workplace, and the implications of using those devices to access privileged company information and applications consistent with safeguarding corporate systems and data taking account of security and confidentiality requirements. Also called bring your own technology (BYOT), bring your own phone (BYOP), and bring your own PC (BYOPC). Technical Knowledge and Skills
Incident Management Tools Familiar with Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends and use of known error logs/ databases. Technical Knowledge and Skills
Risk Management Familiar with Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Time Management Techniques Proficient in Methods and techniques for making effective use of own time. Other Knowledge and Skills
Coaching Techniques Aware of Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. Other Knowledge and Skills
Service Delivery Economics Aware of The economics of service delivery, such as the cost per service line in terms of hardware, software, and manpower used to deliver the service. Other Knowledge and Skills
Service Level Agreements Familiar with The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Other Knowledge and Skills
Information Assurance Familiar with Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. Other Knowledge and Skills

Training Activities

Training Components

Title Details
Service Delivery The service delivery processes: the systems, products, services, hardware and software environment.
Software Configuration Installation, configuration and tuning of applications or systems software.
Infrastructure Hardware and System Software Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.
Coaching Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).
Data Protection and GDPR Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Network Infrastructure Architecture The frameworks and principles on which networks, systems, equipment and resources are based.
Security Awareness Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Health and Safety Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details
Participation in Group Activities Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
Deputising Standing in for supervisor or manager on a temporary basis during periods of absence.
Job Shadowing and Special Assignments Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas Gaining knowledge of IT activities in employing organisation external to own function.
Research Assignments Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Involvement in Professional Body Activities Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Team Working Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.
Communications Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title Awarding Body
Service Desk Analyst Service Desk Institute experience
Registered IT Technician (RITTech) BCS – The Chartered Institute for IT
ITIL Foundation AXELOS
FEDIP Senior Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

2 – Working

You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family IT Ops – Customer service management

You can manage customer service functions, including responding to issue reports and information and access requests. You can use the results of customer satisfaction measurements to improve services. You can demonstrate a successful relationship with customers.

3 – Practitioner

You can maintain a high level of customer service and have the confidence to deal with complex complaints. You can use empathy to satisfy customer demands.

DDaT » IT Operations Job Family IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

1 – Awareness

You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

DDaT » IT Operations Job Family IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family IT Ops – Service management framework

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

You have a Level 3 service management framework qualification.
DDaT » IT Operations Job Family IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.
DDaT » IT Operations Job Family IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

1 – Awareness

You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.

DDaT » IT Operations Job Family IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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