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Service Desk Analyst - Exeter - NHS

Ackerman Pierce Ltd
Closing date
7 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Ackerman Pierce are currently recruiting to several Service Desk Analyst positions for local authorities in Exeter

The role will be paying £12-£13

Job summary

A starting point to an exciting career in IT, you will be reporting directly to the Service Desk Manager as part of a small team of customer focused technicians who are responsible for the efficient and effective support of the Trusts 6,000 plus user base spread over the seven counties. The post holder will make a tangible difference to the residents and visitors to the South West by supporting the Trust's administrative and clinical systems to help ensure it provides great patient care.

As a member of the Service Desk team, your role will be that of a first line analyst, being the first point of contact for the Trusts user base for all IT requests and incidents, triaging incoming jobs and offering first line fixes where possible.

The post holder's escalation point will be the Trusts Desktop, Server, Network and/or specialist application teams who will expect a high quality triage to have taken place in advance of any escalation, which is fully detailed in the Incident / Problem record on the appropriate Trust system.

The management of the post holder will develop over time but the post holder should expect to be managed in accordance with Service Level Agreements (SLA) and Key Performance Indicators (KPI's), as key components of ensuring the delivery of a quality service.

Main duties and responsibilities

Provide excellent customer service to the Trusts user base through all of the communication channels available to the Trust. Looking forward, these channels will change and the post holder must be sufficiently flexible in their communications style to be able to adapt to these new channels. Including the development of and updating of user guides.

The post holder must effectively and efficiently manage the first line call stack/queue and their own individual call stack/queue, keeping users updated as to resolution progress. This could be via a number of communication channels.

To own, diagnose and produce resolutions to first line issues, in accordance SLA's and KPI's. The post holder will ideally have experience in in: Windows 10, Android, iOS and Microsoft Apps for Enterprise

The post holder must ensure the timely dispatch of repaired, replacement or additional equipment to all Trust locations, making use of the Trusts third party support contracts where appropriate.

Undertake PC, Laptop and other equipment diagnostics, cleaning, maintenance and utilising the Trust's third party maintenance contracts as appropriate to minimise down time and to ensure a quality service is provided to the Trust's user base.

To provide a high quality triage of call Incidents and/or Problems in advance of any escalation to the Desktop, Network, Server and/or Trust specialist application teams, ensuring that all information is fully detailed in the Incident / Problem record on the appropriate Trust system. All escalations being made in accordance with agreed SLA's and KPI's.

To support, as required, the Trusts Desktop, Network, Servers and/or Trust specialist application teams, such as assisting with the installation, commission and maintenance of new Hardware, Software and/or Services. The post holder will also be expected to support, as required, specialist teams within the directorate in the event of a major incident arising.

The post holder must be Cyber aware and be able to identify the early stages of a cyber-attack by using the Trusts systems spotting trends or abnormalities.

These jobs have a very quick turnaround on them so please ensure that you apply as quickly as possible attaching a full and updated copy of your CV
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