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Service Desk Analyst

CV-Library

Posted on Sep 17, 2021 by CV-Library

Greater London, United Kingdom
IT
Immediate Start
£130 - £130 Daily
Contract/Project
To participate in the provision of the Digital Service Desk to provide first line support for all Digital Infrastructure and Applications, to deliver an excellent standard of customer service. To answer phones and emails in a professional and timely manner as the front face of Digital Services.

·Accurately and consistently log all user interactions to ensure that anyone who might need to help a customer with an issue has the relevant information to enable them to do so. To accurately prioritise all tickets and escalate to appropriate teams to ensure timely resolution.

·To carry out the required tasks involved in the administration of user access to Digital Services managed resources, applications and services ensuring appropriate access is granted to end users.

·Perform administrative processes and procedures related to Digital Services managed applications.

·Provide first line support for end user devices including windows desktops, laptops, printers, tablets, phones and related equipment. Provide support for Microsoft Office supporting end user queries as well as technical incidents.

·Provide appropriate support to resolve, or assist in resolving Digital Services supported service related incidents and requests reported to the service desk; and be able to answer customer’s questions accurately and in an understandable manner.

·Communicate effectively with all stakeholders ensuring complex ICT terminology is understandable for all.

·Support the Digital Infrastructure and Applications Team to ensure that the Trust is protected from Cyber Security Threats and the risk is minimised. To proactively report and escalate cyber security issues when identified.

·Liaise with third party vendors and their support agents, in a first line capacity when required.

·Maintain and enhance customer satisfaction throughout the life cycle of service desk interactions, respectively, courteously and positively.

·Manage the customer expectations as defined in service level agreements (SLAs) or standard operating procedures (SOPs) ensuring performance KPIs are met.

·To add to the knowledge base to help resolve customer issues. To contribute to the authoring of “Plain English” documentation to support the use of Digital services, systems and applications

·Maintain appropriate product and services knowledge and keep up-to-date with any changes and new products coming into service.

·Share knowledge to improve the capabilities of colleagues and of the service desk.

·Adhere and contribute to the service desks processes and procedures.

·Contribute to Digital Services projects as needed.

·To work within an ISO 20000:1 certified management system and ensure all appropriate actions are undertaken including change and release management, problem management and incident management.

·To participate in the provision of the Digital Service Desk to provide first line support for all Digital Infrastructure and Applications, to deliver an excellent standard of customer service. To answer phones and emails in a professional and timely manner as the front face of Digital Services.

·Accurately and consistently log all user interactions to ensure that anyone who might need to help a customer with an issue has the relevant information to enable them to do so. To accurately prioritise all tickets and escalate to appropriate teams to ensure timely resolution.

·To carry out the required tasks involved in the administration of user access to Digital Services managed resources, applications and services ensuring appropriate access is granted to end users.

·Perform administrative processes and procedures related to Digital Services managed applications.

·Provide first line support for end user devices including windows desktops, laptops, printers, tablets, phones and related equipment. Provide support for Microsoft Office supporting end user queries as well as technical incidents.

·Provide appropriate support to resolve, or assist in resolving Digital Services supported service related incidents and requests reported to the service desk; and be able to answer customer’s questions accurately and in an understandable manner.

·Communicate effectively with all stakeholders ensuring complex ICT terminology is understandable for all.

·Support the Digital Infrastructure and Applications Team to ensure that the Trust is protected from Cyber Security Threats and the risk is minimised. To proactively report and escalate cyber security issues when identified.

·Liaise with third party vendors and their support agents, in a first line capacity when required.

·Maintain and enhance customer satisfaction throughout the life cycle of service desk interactions, respectively, courteously and positively.

·Manage the customer expectations as defined in service level agreements (SLAs) or standard operating procedures (SOPs) ensuring performance KPIs are met.

·To add to the knowledge base to help resolve customer issues. To contribute to the authoring of “Plain English” documentation to support the use of Digital services, systems and applications

·Maintain appropriate product and services knowledge and keep up-to-date with any changes and new products coming into service.

·Share knowledge to improve the capabilities of colleagues and of the service desk.

·Adhere and contribute to the service desks processes and procedures.

·Contribute to Digital Services projects as needed.

·To work within an ISO 20000:1 certified management system and ensure all appropriate actions are undertaken including change and release management, problem management and incident management

Reference: 214692996

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