IT Service Desk Analyst

• Serve as the primary point of contact for IT-related incidents, service requests, and queries, catering to both clinical and corporate customers.
• Collaborate effectively with the Service Desk team to act as an interface between the business and support teams, ensuring a seamless service experience.
• Support over 3,000 customers and manage a significant volume of technical hardware, achieving a first-time fix rate for approximately 4,500 calls each month.
• Accurately detect, record, classify, and prioritise all IT incidents and tasks in accordance with established Service Desk standards.
• Investigate and diagnose incidents via first-line telephony support, providing effective resolutions for hardware, software, application, and network issues.
• Maintain data quality and integrity within the Digital Services call management system, ensuring all IT incidents and requests are documented appropriately.
• Liaise with third-party suppliers to resolve faults or implement identified workarounds on tailored or national systems.
• Provide training and technical advice for “how to” queries from customers, enhancing their understanding and use of IT services.
• Continuously monitor and track incidents, escalating issues as necessary to ensure compliance with Service Level Agreements.

• Essential: BTEC, Diploma, or equivalent qualification.
• Proven experience in a customer service environment, delivering exceptional customer-focused service, managing expectations, and resolving conflicts.
• Working knowledge of Microsoft Office 365 and Windows Operating Systems (10/11).
• Experience in a call centre, IT department, or Service Desk environment, demonstrating effective call handling and customer communication skills.
• Desirable: Service Desk Institute Analyst certification or equivalent, ITIL Service Management foundation certification.

Skills and Attributes:

• Public Sector experience advantageous
• Strong problem-solving skills with a logical approach to troubleshooting.
• Excellent communication abilities, both verbal and written, with the capacity to adjust the communication style according to the audience’s technical level.
• Good keyboard skills, attention to detail, and the ability to prioritise workloads in line with Service Level Agreements.
• A self-motivated, flexible individual with a positive attitude and a commitment to maintaining high standards of service.