Description
The Service Desk Analyst is the first point of contact for Trust staff requiring digital support, delivering customer-focused 1st line assistance for incidents and service requests across a wide range of IT systems and devices.
The role requires a solid understanding of desktop technologies, IT service management processes and information security, alongside strong communication and customer service skills.
The post holder is responsible for accurate logging, prioritisation and resolution or escalation of issues, contributing to service improvement and maintaining high standards of operational support in a fast-paced healthcare environment.
Main duties of the job:
- Provide customer-focused 1st line assistance for incidents and service requests
- Accurately log, prioritise and resolve or escalate issues
- Contribute to service improvement and maintain high standards of operational support
Qualifications:
- Minimum of 5 GCSE's A-C/9-4 including ICT, Maths and English / A level or NVQ/BTEC or equivalent
- ITIL qualification or equivalent IT Service Management qualification or equivalent experience
Experience:
- Experience of working within IT Field and providing end user support
- Experience of producing reports and documentation
- Experience in a customer service environment
Skills:
- Ability to effectively communicate with stakeholders across the organisation
- Freedom to act, plan, schedule and monitor own work
- Good inter-personal skills and good team player
Knowledge:
- Good knowledge of desktop technologies such as VMWare, iGel, Windows and Office 365
- Good understanding of ITIL standards
- Good knowledge of PC and associated peripheral hardware and software
- Knowledge of Mitel telecoms systems and operational features
Benefits:
- Extensive range of resources to support wellbeing, including an on-site staff nursery, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme
- Opportunities for professional and personal development
- Flexible working arrangements