The IT Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. The IT Service Desk provides the first point of contact for technical issues in the form of requests and incidents and offers first-line support, which includes troubleshooting and resolving issues within their remit.
The IT Service Desk Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service, TechZone) and managing the life cycle of incidents, queries, and problems. This includes directing requests to appropriate functions for resolution, monitoring progress, keeping users informed, and accurately documenting user details, problems, resolutions, and other pertinent information in the log.
The Analyst will be expected to proactively manage targets, ensure effective and efficient responses in a high call volume environment, and contribute to increasing the delivery of first-line fixes. They should be an excellent communicator who can support users in a friendly and open manner, striving to offer outstanding customer service and providing a professional and efficient gateway into the IT department for Trust staff.
The Analyst is required to cover out-of-hours on-call support on a rotational basis.
* Uphold a professional relationship with internal and external clients.
* Answer calls on the IT Service Desk, monitor the IT Service Desk email inboxes, record all incidents and requests with appropriate information, prioritization, and classification, and update incident data.
* Monitor incidents and requests, ensuring stock levels meet customer demand.
* Achieve first-line resolution of incidents (current target is 75% first-time fix, with a future aim of 85% in line with ITIL best practice), which includes initial diagnosis of software or hardware issues, identifying solutions, and performing minor system changes as required.
* Allocate unresolved incidents to other resolving groups to ensure timely management.
* Ensure clinical and non-clinical Priority 1 incidents are managed according to the agreed process.
* Own, track, manage, and escalate all incidents within scope to ensure resolution within the appropriate SLA.
* Provide timely and accurate information to GSTT Users, obtain closure sign-off of all incidents through customer callbacks, and perform customer satisfaction surveys as required.
The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL), and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalized into a shared service operating model deployed across GSTT, KCH, and RBH.
For further details/informal visits contact: Name: Jeremy Garbrah Job title: IT Service Desk Team Lead Email address: jeremy.garbrah@gstt.nhs.uk Telephone number: 02071887188
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