Service Desk Analyst

Job Description

Service Desk Analyst-£25,000

My client is a major player in the healthcare sector, due to expansion they are currently looking for a service desk analyst to join their team.

About the role

The focus of this role will be to provide high quality support to all their sites through the delivery of good customer service and technical support via number of avenues such as telephone, email, remote support and face to face.

The role will include logging and managing support requests on our internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements. It requires an excellent understanding of, and commitment to good customer service, along with a solid understanding of IT.

Main Duties and Responsibilities

• To work as part of a centralised Service Desk, acting as the first point of contact for all ICT support queries whether it be via phone, email or face to face.

Queries could include or be related to but not limited to:

• To resolve as many queries on first contact as possible within the remit of the team and within knowledge. To pass to more technical staff within the team if you are unable to deal directly and to ensure knowledge is gained going forward.
• To log all queries on the Service Desk management software ensuring ‘tickets’ are fully noted, categorised and assigned and managed within SLA’s.
• To prioritise and escalate tickets accordingly.
• To identify problems from repeat incidents and escalate internally.
• To be able to provide meaningful instruction to users at their technical level of understanding and be able to advise users on best practice.