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Service Desk Analyst
Salary: £25,457 to £28,285 pro rata
Contract: Fixed Term Contract (3 months)
Hours: 35 hours per week
Location: Kings Cross (Office based)
The Service Desk within NHG is a key part of the service model that the IT Department has recently transitioned to.
We are looking to recruit two Service Desk Analysts to play an active role in developing the team to ensure it provides a mix of exceptional customer service and effective technical support.
Role Responsibilities
The Service Desk Analysts are responsible for providing 1st line technical support services professionally and efficiently, maintaining a high degree of customer satisfaction.
The Service Desk team are required to operate to SLAs and Key Performance Indicators in terms of call handling, records generated, and records resolved at first line. The team is required to resolve incidents and provide effective IT guidance to customers. We, therefore, require analysts to have a good foundation of technical knowledge, ideally ECDL or above, and an ability to apply their knowledge practically.
NHG use Service Now as a service management solution so previous experience of this would be an advantage.
In terms of technology, NHG utilises a range of bespoke applications and we will work with the team to build their knowledge on supporting them. The IT team is currently working to ensure all NHG staff use Microsoft Office 365 so experience of supporting this model would be an advantage. Equally experience of working in Active Directory is essential for this post.
NHG IT is seeking to embed ITIL practices throughout the department, processes and procedures so experience of working within ITIL and / or ITIL qualifications would be an advantage.
In terms of role location, the Service Desk Analyst will be required to work from our NHG Kings Cross Office throughout the working week.
The Ideal Candidate
Service Desk staff within NHG need to have excellent communication skills. These skills will enable the post holder to engage with customers effectively capturing and diagnosing IT faults or requirements. The post holder will use the information they capture to generate accurate incident or service request records, the quality of these records will enable IT colleagues to resolve them within our Service Level Agreement (SLA).
NHG use Service Now as a service management solution so previous experience of this would be an advantage.
You must also generally be proficient in carrying out administrative duties.
For further information or an informal conversation regarding the role please contact Tom Bullock 07384 798 495 [email protected]
In return we offer a competitive salary, generous annual leave, health cash plan, season ticket loan, life assurance and a generous contributory pension offer as well as other benefits packages. The appointed candidate will join on the starting salary which will increase to £28,285 after successful completion of probation.
In Return We Offer
Benefits
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay – we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance – free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
- Interest free loans: season ticket loan, tenancy deposit loan and training loan
- Cycle to work scheme
To apply for this role, please upload your CV and supporting statement. Please note a supporting statement is not a cover letter. You will need to address the behaviours and essential criteria listed on the role profile and provide examples of how you demonstrate these skills. Please focus on any examples of IT Support, Customer Service and Report Analysis/Support.
Please see the Role Profile for further details. You can request this from our Recruitment Partner – Retinue Solutions if the document/link is not showing on this job board. Please contact [email protected] with any questions.
Advert Closes at 23:59 on Monday 24 October 2023
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