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IT Service Desk Analyst
An IT Service Desk Analyst required for a 3 month contract (likely to be extended) based in Guildford, Surrey.
Working inside of IR35 for a well-established NHS organisation, the IT Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.
Day to day duties
To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.
Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.
To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.
To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.
Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues
Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides
To Create and maintain user network accounts in Active Directory and other supported applications
Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.
Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.
Degree level education or equivalent specialist knowledge acquired through relevant experience
Qualification in Customer Service/telephone training
Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
ITIL Foundation Certificate in IT Service Management
experience of working on an IT Service Desk or similar technical support environment
Experience of operating within Service Level Agreements and following working policies and procedures
Use of Service Management and Helpdesk software
Experience of working in Healthcare
Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
Excellent knowledge of PC architecture and peripherals
Proficient in the use of Active Directory
This role is to start ASAP and will pay between £11.94+ HP PAYE or £14.61 umbrella per hour inside IR35
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