1St Line Service Desk Analyst

Elysium Healthcare; Luton; On-site; GBP 22,000 - 26,000; Full time

Job summary

A healthcare services provider in Luton seeks a 1st Line Service Desk Analyst. The successful candidate will provide technical support, ensuring high customer service standards and SLA compliance. Key qualifications include experience in service desk operations, ITIL knowledge, and strong communication skills. The role offers an annual salary of up to £26,000, alongside various employee benefits including 33 days of annual leave and wellbeing support.

Benefits

Annual salary up to £26,000

33 days annual leave

Free parking

Wellbeing support

24 hour GP Service

Career development

Pension contribution

Life Assurance

Enhanced Maternity Package

Qualifications

• Experience working on a service desk using ITIL v4 is desirable.
• Knowledge of PC hardware setup is desirable.
• Professional approach towards duties and colleagues is essential.

Responsibilities

• Handling 1st line technical support queries professionally.
• Maintaining customer service and ensuring SLA’s are met.
• Escalating to wider IT support teams when necessary.

Skills

Customer service skills

Technical support queries

Networking (LAN, WAN, Wi-Fi)

Troubleshooting MS Office Suite

Communication skills

Time management

Education

ITIL v4 Foundation

Tools

Active Directory

Exchange Server

Windows desktop technologies

Job description

Overview

Do you have exceptional customer service skills and a passion for IT? If so, join Elysium Healthcare's as a 1st Line Service Desk Analyst.

You will provide 1st line support professionally and efficiently, and work within our expanding team of engineers, while also maintaining a high degree of customer service for all support queries, working towards a 1st time ticket closure.

The role provides technical support to over 8000 colleagues throughout more than 90 hospitals and care homes and head office functions in England and Wales, while also maintaining a high degree of customer service for all support queries and ensuring that all SLA’s and ITIL v4 are met.

What you will be doing

• Handling 1st line technical support queries professionally and efficiently
• Maintaining a high degree of customer service for all support queries and ensure that all SLA’s are met
• Exceptional communication skills and takes an analytical approach to problem solving
• Support users in the use of hardware equipment
• Provide users with understandable advice to avoid recurring issues
• Maintaining that internal SLA’s and ITIL v4 processes are followed
• Working to an expected set of standards outlined in a service desk Handbook
• Assisting with documentation to be stored within our knowledge base
• Assisting the Service Desk Manager & Head of Service Delivery with any escalation requests
• Escalating to wider IT support teams where necessary
• Undertaking ad-hoc requests as directed by line manager & Head of Service Delivery

To be successful in this role, you will need

• Experience working on service desk using ITIL v4 is desirable
• Networking Experience (LAN, WAN & Wi-Fi)
• Experience using and troubleshooting MS Office Suite
• Knowledge with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation) is essential
• Knowledge of Active Directory (ADManager Plus) & Exchange Server, Intune and Azure.
• Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10/11)
• Knowledge of Printer setups & maintenance is essential
• Professional approach towards duties and colleagues is essential
• Very strong communication and interpersonal skills is essential
• Time management and multitasking ability is essential
• Attention to detail is essential
• Ability to learn at a fast pace is essential
• Knowledge of PC hardware set-up is desirable
• ITIL v4 Foundation is desirable

What you will get

• Annual salary up to £26,000 D.o.E
• The equivalent of 33 days annual leave (inc Bank Holidays) – plus your birthday off!
• Free parking
• Wellbeing support and activities to help you maintain a great work-life balance.
• 24 hour GP Service to ensure you are the best you can be
• Access to Wagestream, to help you manage your finances
• Career development and training to help you achieve your career goals.
• Pension contribution to secure your future.
• Life Assurance for added peace of mind.
• Enhanced Maternity Package so you can truly enjoy this special time.

There is also a range of other benefits including retail discounts, special offers and much more.

About your next employer

You will be working for an established, stable and agile company with over 8,000 employees and a unique approach to the delivery of care. With a network of over 90 services across England and Wales covering Mental Health, Neurological, Learning Disabilities & Autism, Children & Education, there is opportunity for you to grow and move.

Elysium Healthcare is part of Ramsay Health Care with a global network that extends across 10 countries and employs over 86,000 people globally.

Elysium Healthcare follows safer recruitment of staff for all appointments and is a Disability Confident employer, committed to inclusive and accessible recruitment. It is a requirement that all staff understand it is each person’s individual responsibility to promote and safeguard the welfare of service users. All candidates will be subject to a DBS disclosure.