Service Desk Analyst

Recruiter
Taskmaster
Location
Leeds
Posted
05 Jan 2019
Closes
31 Jan 2019
Contract Type
Permanent
Hours
Full Time
Job Purpose:

Working within a Service Management Framework as part of the ICT Team you will provide first and second line fault finding services and IT resolutions. The remit of the IT department covers desktop PCs; Laptops; desk phones; mobile phones and underlying infrastructure.

Your customer service skills are of equal importance to your technical knowledge as you will be required to provide direct customer support both over the telephone and in person.

You will support the Service Desk Lead to ensure high levels of customer service are achieved and maintained and that the Service Level Agreements are met.

Main duties:

* 36 hours per week on a shift basis from Monday to Friday, excluding bank holidays. Flexibility to cover shifts between 08:00 and 17:00.
* Resolving tickets at first point of contact wherever possible/appropriate or assigning to the relevant team queue for completion.
* Identification and escalation of high priority/urgent issues to relevant personnel.
* Incident & Problem Management
* Accurately recording information from customers, providing sufficient information for timely completion of incidents and requests.

3.2 Communication

* Liaising with other teams within Informatics as required, including IT, Clinical Systems Support, Systems Development, Web Development and Training.
* Compliance with Trust policies including Information Governance, Data Protection and IT Security while ensuring that users of Trust equipment and systems do the same.
* Providing communication to customers throughout the lifecycle of active tickets.

3.3 Maintaining

* Working from existing knowledge base articles and contributing content where appropriate.
* Managing the appropriate support queue in the Service Desk Incident Management system. That is

* Taking responsibility for achieving the designated Service Levels assigned to the incident
* Prioritising Incidents appropriately based on the severity of the incident and local knowledge.
* Updating calls regularly
* Resolving calls in a timely manner
* Keeping users updated
* Take ownership of incidents and Requests assigned to your queue

* Assist the Service Desk Lead, Network and Infrastructure Managers as required to produce and maintain documentation. This documentation to include but not be limited to

* Desktop Software
* Installation and Configuration Documentation
* Asset Management Procedures
* Encryption Procedure
* Desktop and Laptop installation procedures
* Disposal Process
* End User documentation

* Ensure that any Desktop or Laptop that is attended has the appropriate settings and that these are functioning correctly:

* Anti-Virus software
* End Point Security software
* Proxy settings
* encryption
* Remote control and software delivery software

* To be aware of and ensure that users are where possible forced to comply with the Trusts policies with regards to security.
* Assist the Service Desk Lead as required to support deployment of equipment as required (Mobile phones and Laptops etc).

PLEASE NOTE: THIS IS A TEMPORARY ROLE INITIALLY UNTIL MID-MAY 2019 (WITH THE VIEW OF EXTENSION). HOURS OF WORK ARE 36 HOURS EACH WEEK BETWEEN THE HOURS OF 8AM-5PM.

DUE TO THE LARGE VOLUME OF APPLICATIONS WE RECEIVE, IT IS ONLY POSSIBLE TO RESPOND TO SHORTLISTED CANDIDATES. IF YOU HAVE NOT BEEN CONTACTED WITHIN 3 WORKING DAYS OF YOUR APPLICATION THEN ON THIS OCCASION YOUR APPLICATION HAS NOT BEEN SUCCESSFUL.

Taskmaster Resources is operating as a recruitment business for this role

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