IT Service Desk Analyst
| Posting date: | 25 September 2024 |
|---|---|
| Salary: | £26,530.00 to £29,114.00 per year |
| Additional salary information: | £26530.00 - £29114.00 a year |
| Hours: | Full time |
| Closing date: | 06 October 2024 |
| Location: | Norwich, NR2 3TU |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9839-24-0648 |
Summary
Main Duties & Responsibilities Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers Work as a part of the Service Desk function by working as an effective interface between the business and support teams Supporting over 3000 customers, 3000 technical hardware and providing a first time fix for approximately 2250 calls a month Detecting, recording, classifying, prioritising all IT incidents and tasks Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement Responsible for maintaining data quality\integrity of the Digital Services call management system Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services Provide technical advice and training for how to queries from customers Monitoring and tracking incidents, escalating where necessary hieratical or functionally Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems Installing and configuring desktop software Administering IT accounts and system privileges in accordance with the security policy Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date Responsible for the safe use of IT equipment, software installs, configuration and maintenance Other Service Desk activities, as directed, to continuously improve service and strive for best practice Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer Presenting a positive image of Digital Services at all times and comply with all Corporate Policy