1st Line Support - Service Desk - London

HCA Healthcare
17 May 2017
16 Jun 2017
Contract Type
Full Time

1st Line Support / Service Desk / Helpdesk Analyst - London Bridge

Job Description

The Service Desk Specialist provides support for basic incident resolution and requests reported to the division service desk.

Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Specialist is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner by other service resources from facilities, division or corporate groups, or the corporate service desk.

Duties & Responsibilities

* Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
* Uses the appropriate categories for logging and prioritising incidents and requests.
* Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
* Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
* Analyzes and resolves incidents and requests regarding use of application software or hardware.
* Logs and tracks incidents and requests from identification through resolution.
* Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
* Provides after hours and on-call support as needed.
* Provides necessary security/level-2 support

Skills & Experience

* Degree preferred
* Experience of working in a service desk environment
* Experience of ITIL
* ITIL certified preferable
* Prior experience supporting customers in use of application software.
* Proficiency in using support software tools.
* Competency in MS Office Suite
* Competency in call centre tracking tools

About The Individual

* Maintaining confidentiality
* To accurately translate information / requests from staff
* To plan workload in conjunction with line management
* To keep up to date with current procedures and HCA IT&S policies and agreements
* To maintain accurate documentation
* Flexibility to respond to urgent requests

About The Facility

Develop your career with HCA Healthcare UK: The world's largest private complex care hospital group, and winners of "The Best Private Healthcare Provider 2016" awarded by LaingBusson and HealthInvest.

We have a fantastic opportunity to join the IT function at HCA Healthcare UK's IT office on the banks of the Thames in London Bridge.

HCA Healthcare UK is unique in the private healthcare industry; no other hospital group can match and offer our end to end complex care. With state of the art hospital facilities, pioneering treatments, world leading technology and continuous investment, allows our valued staff to be at the height of their career. Our expanding group of hospitals, HCA Healthcare UK doesn't just offer exciting and dynamic places to work and attractive salaries, but real opportunities for development and progression too.

As Healthcare industry Leader with 6 world-class hospitals across the capital, including The Harley Street Clinic, The Lister Hospital, London Bridge Hospital, The Portland Hospital, The Princess Grace Hospital and The Wellington Hospital.