Service Desk - 1st Line Analyst (Shift Team)

Recruiter
Spire Healthcare
Location
Yorkshire and the Humber
Posted
02 Dec 2017
Closes
04 Jan 2018
Contract Type
Permanent
Hours
Full Time

Spire Healthcare is the second largest provider of private healthcare in the UK with 38 hospitals employing 7,600 staff and treating 930,000 patients each year.

Spire's IT department routinely has high customer satisfaction and staff satisfaction results.

We require an enthusiastic and effective Service Desk Analyst within our busy, 24x7 Service Desk. You must be highly customer focused with a real interest in IT. Your role will be to provide 1st line support for Spire Healthcare.

You must be well spoken, articulate and have an excellent telephone manner and confidence in dealing with people at all levels. You need be logical and structured in your thinking and be able to carefully follow policy and procedure to methodically handle and resolve issues.


Tasks

-To ensure customer faults are entered into the LANDesk Service Desk system, advising the caller of the unique reference number assigned to the fault. In the event of system failure, manual recording of all customer faults, entering the details into the Service Desk system once the system is restored
- To ensure regular updates are provided to the customer for all tickets raised. This will include ensuring regular updates are received from third party companies, and support teams, and are entered into the ticket
- To ensure that faults are resolved in accordance with the customer's SLA and escalating faults in accordance with procedures which are in breach of the SLA
- To ensure various account administration tasks are completed according to specific processes - including AD accounts and accounts for various bespoke systems.
- To promote proactive support actions to prevent errors reoccurring.

Working Conditions:
You will be required to work a shift pattern of 2 days (7.30am - 7.30pm) followed by 2 nights (7.30pm - 7.30am) followed by 4 rest days. The rota is 24x7x365 including all public holidays, Christmas and New Year.

Although part of a large Service Desk team, you will be part of a 2 person team when you are working outside of normal business hours (i.e. Mon to Fri 9am - 5pm). Outside of normal business hours you will be working without direct supervision and are expected to always conduct yourself in a professional, responsible manner. You will be required to proactively manage your time and take ownership of on-going incident management tasks through to their completion.

Location: Spire IT Centre, York

We also commit to our employees well-being through training, support and reward. We offer a comprehensive benefits package which includes bonus opportunity, contributory pension scheme, life assurance, private medical cover, wellness screening, eyesight tests, childcare vouchers, cycle to work gym membership, transport season ticket loans and a motivating workplace environment.


This job was originally posted as www.cwjobs.co.uk/job/77791788