Junior IT Service Desk Analyst London, England
Job description
The Junior Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. The Junior Service Desk Analyst is the first point of contact for technical issues and requests, providing first-line support, which includes troubleshooting and resolving issues within their remit.
The Junior Analyst is responsible for responding to requests reported to the Service Desk from multiple channels (phone, email, self-service) and the lifecycle management of requests, including directing to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, issues, troubleshooting steps and resolutions and any other pertinent information in the log.
The Junior Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of first-time fixes.
The role involves both a reactive and a proactive approach to service delivery. It is focused on maintaining and improving the IT function's service levels to the Trust.
Please submit your application if you would like to be considered for this opportunity within our friendly and supportive team.
Closing Date: 23/02/2023, midnight
Interview Date: w/c 27 February 2023
- Responsible for answering telephone calls on the IT Service Desk, recording all incidents and requests with the appropriate information, prioritisation and classification, and updating incident data.
- Responsible for first-line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required.
- Allocate unresolved requests to other resolving groups to ensure that there is timely management of a request
- Responsible for the ownership, tracking, management and escalation of all requests 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 requests and incidents through customer call-backs and performing customer satisfaction surveys as required
- Responsible for ownership, management and adherence to ITIL best practice processes, and adherence to GSTT IT Security policies and procedures.
- To remain focused on providing a quality service with the team and IT, promoting the main objective which is to support the Trust in providing quality care to its patients.
- Provide training to end users where appropriate
- Ensure that IT equipment is safely used by customers
- Responsible for updating and maintaining the IT knowledgebase
- Responsible for updating and maintaining Service Desk processes
- Responsible for upholding a professional relationship with internal and external clients
- Responsible for answering telephone calls on the IT Service Desk, recording all incidents and requests with the appropriate information, prioritisation and classification, and updating incident data.
- Responsible for first-line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required.
- Allocate unresolved requests to other resolving groups to ensure that there is timely management of a request
- Responsible for the ownership, tracking, management and escalation of all requests 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 requests and incidents through customer call-backs and performing customer satisfaction surveys as required
- Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required ensuring work carried out meets GSTT standards within the Service Desk application
- Responsible for ownership, management and adherence to ITIL best practice processes, and adherence to GSTT IT Security policies and procedures.
- To remain focused on providing a quality service with the team and IT, promoting the main objective which is to support the Trust in providing quality care to its patients.
- Provide training to end users where appropriate
- Ensure that IT equipment is safely used by customers
- Responsible for updating and maintaining the IT knowledgebase
- Responsible for updating and maintaining Service Desk processes
