Description
Keystream Healthcare have a fantastic opportunity for an IT Service Desk Analyst to work for a NHS organisation on a temporary basis for 3 months initially. This role is to start ASAP and is based in Bromley, Kent. The ICT Service Desk Analyst's primary role is to provide 1st and a minimum level of 2nd line support to all ICT users throughout the Trust. The post holder will work closely and in conjunction with the Service Desk Manager, IT Service Delivery Manager and the ICT Department to deliver an integrated ICT service support service within the agreed Service Level Agreements (SLA).
Key Responsibilities:
- To perform high quality telephone-based first line ICT support for Trust users.
- To provide a professional and authoritative first point of contact for all Trust users.
- To develop the highest possible levels of professional, customer-focussed service.
- To monitor and report on SLA performance.
- Respond to all types of ICT related issues effectively and efficiently, in a polite and professional manner adhering to negotiated Service Level Agreements.
- Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action and to then assign the right level of 2nd Line support services.
- To escalate issues which cannot initially be resolved by 1st line to the relevant 2nd Line support services and communicate with the user the action plan to resolve the issue.
- To assist with Service Desk calls, incident logging, and incident resolution and prioritise calls according to defined Service Level Agreements.
- Responsible for the investigation and resolution of 1st line support services problems and to then manage the escalation of more complex issues to the dedicated 2nd Line support teams as appropriate.