IT Service Desk Analyst London, England
Job description
The IT Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. IT Service Desk provide the first point of contact for technical issues in the form of requests and incidents and provides first-line support, which includes troubleshooting and resolving issues within their remit.
The IT Service Desk Analyst t is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service, TechZone) and the life cycle management of incidents, queries and problems, including directing requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user’s details, problems and 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. The staff member is also expected to be an excellent communicator who can support our users in a friendly and open manner. Most importantly, they will strive to offer outstanding customer service and provide 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.
1 x Permanent
1 x FTC - 6 Months ( view to being extended)
- Responsible for upholding a professional relationship with internal and external clients.
- Responsible for call answering on the IT Service Desk, monitoring the IT Service Desk email inboxes, recording all Incidents and Requests with the appropriate information, prioritisation and classification, and updating incident data.
- Monitoring incidents and requests, item requests coming through the channel and ensuring stock levels are kept to the required allocation to meet customer demand.
- Responsible for first-line resolution of Incidents (current target is 75% first-time fix target, with the future aim to be 85% in line with ITIL best practice) which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. This will regularly involve enticing and translating technical information from non-technical users.
- Allocate unresolved Incidents to other resolving groups to ensure timely management of an incident.
- Play an active role in ensuring clinical and non-clinical Priority 1 incidents are managed according to the agreed process.
- Responsible for the ownership, tracking, management and escalation of all Incidents within scope to ensure they are resolved within the appropriate SLA.
- Responsible for providing timely and accurate information to GSTT Users, obtaining closure sign-off of all Incidents through customer callbacks, and performing customer satisfaction surveys as required.
In addition to the above, please see the following:
- Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required, ensuring work meets GSTT standards, and warranty management within the Service Desk application.
- To maintain and uphold standards of the Trust’s services and associated systems in line with NHS best practices.
- Responsible for ownership, management and adherence to ITIL best practice processes and GSTT IT Security policies
- To remain focused on providing a quality service with the team and IT, promoting the main objective of supporting the Trust in providing quality care to its patients.
- Provide training to end users regularly.
- Ensure that IT equipment is safely used by customers.
- Provide mentoring and coaching to Junior Service Desk Analysts.
- Responsible for updating and maintaining IT Knowledgebase.
- Responsible for updating and maintaining Service Desk processes
