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Service Desk Analyst NHS (b4)

Your World Healthcare
Job LocationSeveralls Industrial Park
EducationNot Mentioned
Salary£11.20 - £13.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

IT Service Desk EngineerJob Type: TemporaryDuration: Expected to last 3 months, potentially longerLocation: Remote , sucessfull candidates will be expected on site for an initial induction (Thurrock/Colchester)Pay Rates:£11.20 paye including holiday or £13.70 umbrella per hour depending on skill and experienceBand: 4Start: AsapWorking days: Monday to FridayJob Summary

  • To provide a professional interface for our customers and users to ensure high quality services and resolution of IT related incidents as quickly as possible.
  • Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
  • Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions.
    • Duties include:
  • To record all incidents and service requests in order to provide good data for Incident and Problem Management
  • To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
  • Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
  • To identify, record and report against non-trust items against which internal customers request service
  • To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
  • To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
  • To maintain relationships with interfacing business functions and other IT functions
  • To implement escalation procedures as appropriate
  • To achieve maximum personal KPI’s
  • To assist the team in achieving the targets set for the department (SLA’s)
  • Participate in the out-of-hours on-call rota
  • Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
  • Business awareness; display a working understanding of the trust and an appreciation of the business applications
    • Required skills
  • Active Directory
  • Service Desk
  • Ticketing Systems
  • SCCM
  • Airwatch

    • Keyskills :
    Active Directy Service Desk Ticketing Systems SCCM Airwatch

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