We are looking for a passionate and dedicated ICT Service Desk Analyst to provide a friendly, customer-focused ICT Service Desk facility and technical support service.
The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at troubleshooting, and enjoy problem solving, then this is the perfect opportunity for you.
Main duties of the job
The ICT Service Desk Analyst role provides a friendly, customer-focused ICT Service Desk facility and technical support service.
This important role is responsible for ensuring all issues raised are logged, prioritised, and, wherever possible, resolved first time.
About us
As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work-life balance. Innovate is a staff-led company, with a mission to provide the best technology solutions and support to our Trusts.
At Innovate, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.
Innovate is able to offer NHS Terms and Conditions for staff currently employed within the NHS or within the last 12 months.
Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Job responsibilities
1. To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.
2. To ensure that all incidents raised via the ICT service desk system are accurately and clearly recorded.
3. To triage, categorise, and prioritise all incidents presented via the employee self-service portal.
4. To analyse, prioritise, and assign incidents to resolver groups, management, and third parties, in accordance with defined ICT service desk procedures and policies.
5. The ability to deal with initial complaints sensitively, avoiding escalation wherever possible.
6. To employ excellent communication skills, particularly when communicating complex ICT-related information within own peer groups as well as to non-technical staff and customers.
7. To ensure that all changes to systems user accounts or user access rights are accurately managed and recorded in the service desk ticket management solution.
8. Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.
9. Be able to communicate at all levels of the organisation, including where there may be communication difficulties, either on the telephone or face to face, and be able to calm difficult situations.
Person Specification
What we are looking for in our people
* Some hardware & software installation troubleshooting knowledge.
* Excellent customer service and people skills.
* Someone who is able to communicate well with others, adapting their approach appropriately to suit individual circumstances.
* Excellent problem-solving skills.
* The ability to prioritise tasks and workload.
* An enthusiastic attitude to their work and working with others to resolve problems.
* The ability to work as part of a team, sharing knowledge and experience to support the growth of others.
* Someone who demonstrates a willingness to use alternative approaches, who can follow instruction, and who is receptive to changes in working practices.
* A passion for personal development and wanting to progress their career.
* Excellent attention to detail.
Experience
* Previous experience in a customer-facing role.
Qualifications
* GCSEs (including Maths and English) level 4-9 (A*-C).
* Previous experience in a similar role and/or relevant IT qualification.
£24,157 a year or NHS terms and Conditions Band 3 (if eligible).
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