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

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.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level