Junior Service Desk AnalysT
Junior Service Desk Analyst-£21,000 My client is a major player in the healthcare sector, due to expansion they are currently looking for a service desk analyst to join their team. About the role The focus of this role will be to provide high quality support to all their sites through the delivery of good customer service and technical support via number of avenues such as telephone, email, remote support and face to face. The role will include logging and managing support requests on our internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements. It requires an excellent understanding of, and commitment to good customer service, along with a solid understanding of IT. Main Duties and Responsibilities •To work as part of a centralised Service Desk, acting as the first point of contact for all ICT support queries whether it be via phone, email or face to face. Queries could include or be related to but not limited to: Network Accounts System Accounts Firewalls Routers/Switches MS Exchange Servers VPN Telephone System Active Directory Remote Software Mobile Phones Tablets Printers Scanners Photocopiers Faxes Projectors PC’s / Laptops Monitors & Peripherals Landline Phones Microsoft Office Products Sage X3 Adobe Professional/Reader Java SharePoint Anti-Virus Popular Internet browsers •To resolve as many queries on first contact as possible within the remit of the team and within knowledge. To pass to more technical staff within the team if you are unable to deal directly and to ensure knowledge is gained going forward. •To log all queries on the Service Desk management software ensuring ‘tickets’ are fully noted, categorised and assigned and managed within SLA’s. •To prioritise and escalate tickets accordingly. •To identify problems from repeat incidents and escalate internally. •To be able to provide meaningful instruction to users at their technical level of understanding and be able to advise users on best practice.