SharePoint Analyst Service Desk/Helpdesk

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SharePoint, Helpdesk, Service Desk, Lotus Notes

My client is looking for an experienced SharePoint Analyst to primarily manage and fulfil service requests to a high standard within Service Level Agreements. This will be done through the administration, configuration and maintenance of the SharePoint and Lotus Notes intranet platforms, providing end user support, incident and problem management working with third party infrastructure and desktop support vendors

Key Accountabilities:
* Accurately fulfil SharePoint and Lotus Notes Service Requests within prescribed Service Level Agreements ensuring a high standard of customer service
* Provide helpdesk support for all SharePoint and Lotus Notes users via telephone and email
* Create and maintain comprehensive records of SharePoint and Intranet content and applications including site/content owners and users
* Configure and administrate SharePoint and Lotus Notes as required
* Apply technical knowledge of SharePoint and Lotus Notes to assist end users to get the most from the platforms
* Keep appraised of all change across platforms, ensuring service is not impacted adversely
* Continuously improve and promote service request standards, processes and procedures
* Carry out regular audits utilising reporting facilities and site/content owners in the business, ensuring all operations are within governance, cost effective and redundant data removed, reporting to the relevant Technical Lead
* Manage incident support for SharePoint and Lotus Notes, working with the SharePoint/Lotus Notes Developer and/or third party vendor(s) ensuring Service Level Agreements are met and the customer is kept appraised throughout
* Escalate complicated or critical issues and overdue service requests to the Service Desk Lead
* Manage Service Requests with the associated third party vendor(s) ensuring Service Level Agreements and standards are met
* Collaborate with internal support team(s) and third party vendor(s) to share knowledge and review activities and performance
* Work with the Technical Leads to create and maintain critical reference material for users of SharePoint, SharePoint Online and Lotus Notes intranet
* Identify recurring support issues and make recommendations for resolution to the relevant Technical Lead such as improve end user reference materials, further training, utilisation of super users
* Work with the Technical Leads to manage storage requirements for SharePoint and Lotus Notes Intranet keeping the Service Desk Lead informed
* Identify, own and manage the risks involved in running our business appropriate to my role, in line with the company risk framework

Technical Competencies & Behaviours (Values)

Technical:
* Excellent technical understanding of SharePoint 2010/2013
* Excellent knowledge and experience of providing helpdesk support via telephone, email, and face to face
* Experience of delivering SharePoint related service requests
* Experience of resolving SharePoint technical incidents
* Good understanding of information architecture, managing document lifecycles, content types, meta data and usability
* Good Microsoft Excel skills
* Good knowledge and experience of Remedy for managing incidents an advantage
* SharePoint Designer 2010/2013 experience an advantage
* Lotus Notes 6.5 experience an advantage
* Experience of working with third party vendors for infrastructure and desktop support an advantage
* SharePoint Workflow experience an advantage
* Understanding of SharePoint Search an advantage
* Powershell, javascript, HTML experience an advantage
* Photoshop experience an advantage

Behaviours :
* Excellent communication skills, both verbal and written with the ability to collaborate with people at any level throughout the organisation
* Ability to make effective decisions in a high risk environment
* Good problem determination and problem solving skills
* Good relationship management skills

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