Service Desk Analyst — Frontline IT Support & SLA Focus

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

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.