1st Line Support / Service Desk Analyst

Service Desk Analyst / 1st Line Support

BAND: B3

Location: Remote & Halifax (Hybrid)

Rate: 15.17 per hour

Hours: 37.5

Duration: 3 - 6 Month - Extension(s) thereafter

Specific Skills/Experience: Windows Office knowledge, 1st Line Technical Support knowledge

You will act as the central point of contact between the customer and the IT service management. You will receive all IT incidents/requests arriving into the Service Delivery Centre (Service Desk) and where possible will attempt to resolve (fix) at first contact and will monitor and escalate all incidents according to agreed service levels.

• Understand our customers and their objectives
• Provide first line IT support (Fix) to the NHS and other customer organisations.
• Interpret customer requirements and provide advice and support on potential solutions to resolve (fix) IT related issues as they arise.
• To assist in the provision of an effective Health Informatics support desk service across the Trust
• To receive and record all calls from customers and deal directly with requests and complaints and escalate problems in accordance with established procedures
• Ensure users are informed on status and progress of incidents logged with the service desk and ensure that routine tasks needed to meet user requirements are undertaken correctly and on time
• To provide first line support (Fix) for all IT users within a Health Care Community and beyond, to include telecoms and network infrastructure support. To ensure problem identification and analysis of complex faults which may fall outside standard operating procedures

Skills

• A good understanding of Microsoft office suite.
• ITIL Foundation certification or working towards.
• Microsoft Certified Professional certification (MDST) or equivalent Experience, demonstrable
• Recent relevant experience working in a customer service focused role
• Demonstrable and proficient in verbal IT communication to asses service users IT knowledge and liaise accordingly.
• Recent experience working in a Service Desk/ Helpdesk environment.
• Experience of handling customer complaints

TRUST, NHS, SUPPORT, 1ST LINE, HELPDESK, ROLLOUT, DESKSIDE, WINDOWS, INFRASTRUCTURE, GOVERNMENT, PUBLIC SECTOR

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