Service Desk Analyst - NHS - £110pd

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The Service Desk Analyst role is that of providing effective and positive first line customer focussed support through managing calls and handling the resulting incidents or service requests, supporting the service operation using the incident management and request fulfilment processes, in line with Service Desk objectives. Client DetailsA huge NHS department who is looking for some addittional support in their IT helpdesk team.DescriptionTo support/assist the management and leadership team to deliver the aims and objectives of the service.To work within service levels and KPIs and ensure that reporting procedures are adhered to.Adhere to quality standards and monitoring systems for the provision of services in the department.To provide a first line response service to customers experiencing incidents or difficulties with their IT facilities, resolving these directly where possible.To provide assessment, categorisation and prioritisation for reported incidents and Service Requests and provide initial support, targeting first contact resolution. Where resolution is not possible, ensure Incidents and Service Requests are properly escalated and assigned to the correct support groups. ProfileSignificant experience of working in a support role within a technical team providing services direct to the client base

Experience of working and engaging with a variety of levels of staff

Experience of working effectively to KPIs

Customer Service: Experience of customer focused service excellence

CRM: Experience in customer relationship building, with the ability to deliver continuous improvement in services whilst achieving professional and personal credibility

Teamwork: Successful experience, coaching and supporting team colleagues

Job OfferASAP start contract opportunity