Service Desk Analyst
The Information and Technology Services (I&TS) group provides corporate technology services to DTF, DPC and their customers including application support covering standard and bespoke systems. Technical support and advice are also provided to DTF in the areas of telephony services, application maintenance as well as IT strategy and development advice, general IT support and service. I&TS work with a broad cross-section of stakeholders across the department, as well as fostering positive relationships with our external stakeholders.
The Information and Technology Services (I&TS) group is looking to fill 2 Service Desk Analysts on a Fixed Term basis. This role primarily involves providing Level 1 technical support to the newly implemented Oracle Financials Cloud system – FinCloud but also the opportunity to learn and provide technical support to other DTF IT applications such as SRIMS, Content Manager and mobile device technologies. FinCloud is DTF's cloud-based, all-in-one finance and procurement system.
Functions such as accounts payable/receivable, expenses, requisition to receipt and sourcing are all processed through FinCloud. This role is a challenging opportunity, for the IT savvy practitioner, to assist end users with their everyday computer-related issues. You will play a key role, in supporting Level 1 technical queries.
You will be part of a diverse team, who enjoys problem solving and who are passionate about improving efficiencies and delivering a high level of customer service across DTF and our Shared Services. You will have the opportunity, to be involved in other IT projects, grow your skillset, knowledge and experience. In this role, you will: Provide initial phone support to clients, including the logging of incidents and service requests into a central service management system.
Triage and resolve Level 1 support calls according to the Service Level Agreement. Record, classify and prioritise incidents and service request into a central service management system. Escalate incidents and service requests to Level 2 support team for resolution.
Monitor, track, update and manage communications with end users. Use procedures/knowledge base articles to solve routine support incidents. This role would suit a candidate that meets the following selection criteria: Experience in ERP Fusion Cloud is highly regarded.
Demonstrated experience working in a Service Desk role. Demonstrated experience working remotely and in providing both phone and/or face-to-face support. Demonstrated ability to prioritise and coordinate multiple IT service requests.
This role would suit a candidate with the following experience and qualifications: Degree in Computing or Business Information Technology. Experience in providing IT support to a finance/procurement system. Experience with enterprise applications and service management systems such as ServiceNow.
Experience using telephony technologies such as Touch Point, SL 500 and MLC is desirable. See attached....