Service Desk Analyst

The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met., The post holder will be responsible for logging and resolving calls on the Trusts IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met. Job description, The post holder will be responsible for logging and resolving calls on the Trusts IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.

• A Level qualification or equivalent
Desirable
• Degree level qualification
• Full accreditation to ITIL standards, Foundation Level
• Microsoft Certification (MCDST) or equivalent
• Other vendor specific IT qualifications
Knowledge Essential
• Desktop and Laptop PC's
• Other mobile technologies
• Windows O/S environment
• MS Office
• MS Project & Visio
• Active Directory (User/Computer Account management)
• Mobile device management
• Build/imaging software
• Operation of helpdesk call logging software
Experience Essential
• Experience in a customer services role providing both IT helpdesk and applications support services.
• Experience of dealing with external suppliers or contacts.
• Experience of supporting colleagues at different levels with IT issues
• Experience of small to medium sized projects and project teams
• Working on an ITIL based service desk
• Experience of complaints handling
Skills Essential
• Able to demonstrate empathy, understanding and ownership when receiving users issues
• Strong communication skills at all levels, and able to inspire confidence
• Strong problem solving skills
• Organised and attentive to detail
• Systematic approach to problem solving
• A clear logical thinker who works in a structured way
• A questioning approach to issues and problems
Person Specification Qualifications Essential
• A Level qualification or equivalent
Desirable
• Degree level qualification
• Full accreditation to ITIL standards, Foundation Level
• Microsoft Certification (MCDST) or equivalent
• Other vendor specific IT qualifications
Knowledge Essential
• Desktop and Laptop PC's
• Other mobile technologies
• Windows O/S environment
• MS Office
• MS Project & Visio
• Active Directory (User/Computer Account management)
• Mobile device management
• Build/imaging software
• Operation of helpdesk call logging software
Experience Essential
• Experience in a customer services role providing both IT helpdesk and applications support services.
• Experience of dealing with external suppliers or contacts.
• Experience of supporting colleagues at different levels with IT issues
• Experience of small to medium sized projects and project teams
• Working on an ITIL based service desk
• Experience of complaints handling
Skills Essential
• Able to demonstrate empathy, understanding and ownership when receiving users issues
• Strong communication skills at all levels, and able to inspire confidence
• Strong problem solving skills
• Organised and attentive to detail
• Systematic approach to problem solving
• A clear logical thinker who works in a structured way
• A questioning approach to issues and problems
  
  Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.