Senior Service Desk Specialist

The Methodist Church in Britain; Lancaster; Presencial; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Continuous professional development

Descripción de la vacante

East Lancashire Hospitals NHS Trust is seeking a senior IT Service Desk analyst for an 18-month post based in Lancaster. You will provide first and second line technical support for a large user base and contribute to knowledge bases and first-time-fix documentation.

You will train new starters, assist problem management, and support Service Delivery with incident handling and standard changes, maintaining high service levels. Strong communication and customer service experience are essential.

Formación

• At least 1 year service desk experience.
• 2 years customer service experience.

Responsabilidades

• Provide first and second line technical support.
• Provide first-time-fix call resolution.
• Manage incidents.
• Process service requests and standard changes within agreed service levels.
• Train new starters.
• Support current staff.
• Support Service Delivery management with problem management.
• Update the article list and knowledge bases.
• Produce first-time-fix process documents for the Service Desk.

Conocimientos

Service desk experience

Communication skills

Educación

ITIL Foundation Level

Descripción del empleo

This 18-month senior post sits in the IT Service Desk, part of IT Services within the Informatics Directorate of East Lancashire Hospitals NHS Trust. The desk is the central first-line team, giving first and second line technical support and resolving calls on first contact for around 16,000 users, including those at remote satellite sites. The role also covers training new starters, supporting problem management and maintaining knowledge bases and first-time-fix documents. At least one year of service desk experience is required.

What the job involves

• Provide first and second line technical support
• Provide first-time-fix call resolution
• Manage incidents
• Process service requests and standard changes within agreed service levels
• Train new starters
• Support current staff
• Support Service Delivery management with problem management
• Update the article list and knowledge bases
• Produce first-time-fix process documents for the Service Desk

What’s required

Experience

• 1 year service desk experience
• 2 years customer service experience

Skills & knowledge

• Excellent communication skills

Nice to have

• ITIL Foundation Level 4
• Good understanding of common IT support issues
• Knowledge of NHS systems and processes

What’s offered

• Opportunities for continuous professional development