Description
Service Desk Analyst, Help Desk, ITIL.
Service Desk Analyst/Help Desk Analyst required for my NHS client to manage the day to day delivery of Service Desk activities, particularly in the absence of the service desk manager, to ensure delivery of a consistent and high quality customer focused service at all times.
Essential
Qualifications and knowledge
Knowledge of the healthcare or R&D environment
Vocational qualification in IT support - eg: NVQ, ISEB etc
Skills and qualities
Ability to analyse and solve problems
Excellent computer literacy and experience of supporting web-based applications
Ability to work effectively as a member of a team
Excellent organisational ability and good time management skills
Effective written and verbal communication skills
Ability to explain complex technical procedures effectively to users with varying levels of technical ability
Ability to develop and promote formal processes and procedures
Ability to negotiate with team members to achieve desired outcomes
Understanding of the issues around management of, and access to, sensitive data
Experience
Excellent customer service skills and experience in a busy customer-focused environment
Team supervisory and leadership experience
Experience of working in an IT Service Desk, or similar role
Desirable
Qualifications and knowledge
A degree in a technology-related subject
Knowledge of ITIL processes and procedures
Experience
Experience of ITIL incident and problem management processes
For further information please get in touch to discuss further .
Kind Regards
Harry