Remote Service Desk Analyst - 1st/2nd Line Support

NICE - National Institute for Health and Care Excellence; Manchester; Hybride; GBP 58 000 - 65 000; Plein temps

Avantages offerts par ce poste

Blue Light Card

Remote working

Flexible hours

Pension scheme

27 days leave

Résumé du poste

NICE - National Institute for Health and Care Excellence is seeking a Service Desk Analyst in Manchester. You will act as the first contact point for customers, handling a wide range of enquiries and service requests, with responsibilities spanning initial investigations, diagnosis, and escalating issues where needed.

The role covers end user desktop services both within NICE and externally facing services built in-house, including 1st/2nd line support and accessibility enhancements.

Responsabilités

• Acts as first contact point for customers, handling enquiries and service requests.
• Performs initial investigation and diagnosis, resolving or escalating issues.
• Provides 1st and 2nd line investigation and support with a 75% first fix target.
• Owns customer issue until final resolution and serves as single point of contact.
• Collaborates with engineering to identify fixes and share learnings.
• Supports end user accessibility needs for desktop services (hardware and software).

Description du poste

NICE - National Institute for Health and Care Excellence is seeking a Service Desk Analyst in Manchester. You will act as the first contact point for customers, handling a wide range of enquiries and service requests, with responsibilities spanning initial investigations, diagnosis, and escalating issues where needed.

The role covers end user desktop services both within NICE and externally facing services built in-house, including 1st/2nd line support and accessibility enhancements.