Service Desk Analyst inSheffield inSheffield PUBLISHED 17 DEC 2023
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A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services.
Key duties include:
- Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations
- Communicate effectively and efficiently with customers, by phone, email and any other relevant medium
- Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion
- Maintain the IT services SLA and KPIs
- Be responsible for all IT support related tasks assigned to the IT Service Desk function
- Maintain Service Desk availability and responsiveness ensuring the service is covered at all times
NHS South Yorkshire are looking for an enthusiastic self-motivated, Service Desk Analyst to join our team.
The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.
Working alongside colleagues within, technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to provision of a high performing friendly and professional customer driven service.
Customer communication via Telephone and Self Service Portal. Monitoring of these channels to ensure ticket progression including response and resolution within a timely manner.
Recording of accurate and concise information within the ITSM systems. Ensuring correct allocation to resolver teams where provision of a first fix is not possible.
Escalation of incidents impacting on service provision to appropriate management. Correct prioritisation of workload is paramount to this role.
Strong problem solving skills are required to ensure success at this role whilst working alongside colleagues to share and acquire knowledge within the wider technology team.
A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services.
Key duties include:
- Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations
- Communicate effectively and efficiently with customers, by phone, email and any other relevant medium
- Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion
- Maintain the IT services SLA and KPIs
- Be responsible for all IT support related tasks assigned to the IT Service Desk function
- Maintain Service Desk availability and responsiveness ensuring the service is covered at all times
NHS South Yorkshire are looking for an enthusiastic self-motivated, Service Desk Analyst to join our team.
The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.
Working alongside colleagues within, technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to provision of a high performing friendly and professional customer driven service.
Customer communication via Telephone and Self Service Portal. Monitoring of these channels to ensure ticket progression including response and resolution within a timely manner.
Recording of accurate and concise information within the ITSM systems. Ensuring correct allocation to resolver teams where provision of a first fix is not possible.
Escalation of incidents impacting on service provision to appropriate management. Correct prioritisation of workload is paramount to this role.
Strong problem solving skills are required to ensure success at this role whilst working alongside colleagues to share and acquire knowledge within the wider technology team.
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