Service Desk Analyst

This Service Desk Analyst role in IT, Microsoft Specialist ITIL Foundation Cert is focused on use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies. It would suit someone who can bring warm, reliable, and clear in communication to the role.

What the work leans on

Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. HND in IT, Microsoft Specialist ITIL Foundation Certificate.

Where the technical work sits

• Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.
• Route services request, such as changes and procurements to the correct support group.
• Keeping up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.

Technical requirements

• Experience in the use of Windows operating systems and office 365.
• Demonstrable communications and customer services skills in a workplace environment.
• Working knowledge of Information Technology products.

What helps delivery stay steady

Warm, reliable, and clear in communication.

Practical details

• St Mary's Hospital, Parkhurst Road, Newport, Isle of Wight, PO30 5TG.
• Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
• Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
• Where relevant, escalation calls to second-line service desk staff.

Job details

• Benefits mentioned: Training