Service Desk Analyst

Gloucestershire Health and Care NHS Foundation Trust; Tewkesbury; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare organization in Tewkesbury is looking for an IT Support professional to ensure high-quality customer service through effective communication and resolution of IT inquiries. The role involves managing support calls, meeting SLAs, troubleshooting issues, and collaborating with teams to enhance service delivery. The ideal candidate should possess strong problem-solving skills and a commitment to excellent customer engagement while assisting in the incident management process.

Responsibilities

• Provide a resolution to IT support inquiries where possible.
• Manage calls and ensure they are recorded and handled within SLAs.
• Ensure technology support services meet KPIs and customer requirements.
• Troubleshoot customer issues and aim for first-time fixes.
• Escalate unresolved problems to appropriate teams.
• Manage the lifecycle of incidents and problems for end-users.
• Liaise with suppliers and customers regarding hardware and software.
• Act as an ambassador for the IT service, ensuring effective communication.
• Assist with communication on various technical and procedural issues.
• Engage with customers to deliver a responsive service per SLA targets.

Job description

To ensure the provision of a high-quality customer focused IT & CS Support Service providing a single point of contact to all staff of the trust.

• Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
• To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.
• Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements.
• Support customers to trouble shoot and provide a first time fix.
• Escalate problems to the most appropriate team or organization if unable to provide resolution.
• Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
• Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
• Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent front of house function for the department.
• Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff or customer organisations.
• Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets.