IT Service Desk Analyst

The post holder will provide 1st level IT support services as part of the IT Service Desk for all IT Requests / Incidents whilst assisting and supporting the 2nd/3rd level engineers, for IT Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to IT and all IT Users within the Trust. The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships. They will also liaise with and provide 1st level assistance and support to external suppliers, contractors and other external call centres. Career Progression pathways and development opportunities: We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS., IT Service Desk duties include, but are not limited to: Handling of telephone, email and Instant message (IM) requests for service and support Creating, updating, responding, satisfying and closing requests and incidents Ensuring all data recorded is complete, accurate and valid Triage of user incidents / requests Prioritisation / escalation of calls in accordance with Service Level Agreements (SLA's) and Operational Level Agreements (OLA's) Identifying current trends that would indicate an underlying problem and draw it to management attention Creating and modification of user accounts Researching and Trouble-shooting user incidents / requests 1st Line Remote support of all user devices

• PCs/Tablets/ Mobile Phones) Rostered "Business as Usual" Tasks/Checks
Up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail Adherence to all Trust Policies & Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act.

We are a small dynamic, hardworking team based in the Bromley and Beckenham area.

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 - you may also be required to work on the out of hours rota, giving you the very best of good work life balance.