Service Desk Analyst

Service Desk Analyst, Suffolk Location: Beccles, Suffolk Temporary: Expected to last around 2 months with possible extension Hours per week: Monday - Friday 9am to 5pm Salary: £11.50per hour umbrella or £10.35per hour paye depending on experience The Service Desk Analyst role is that of providing effective and positive first line customer focussed support through managing calls and handling the resulting incidents or service requests, supporting the service operation using the incident management and request fulfilment processes, in line with Service Desk objectives. Role specific duties and responsibilities ITIL Foundation Certificate Significant experience of working in a support role within a technical team providing services direct to the client base Experience of working and engaging with a variety of levels of staff Experience of working effectively to KPIs Customer Service: Experience of customer focused service excellence CRM: Experience in customer relationship building, with the ability to deliver continuous improvement in services whilst achieving professional and personal credibility Teamwork: Successful experience, coaching and supporting team colleagues Experience of working within ITIL processes Experience supporting the development of a business culture that recognises and promotes equality and values diversity Experience actively acting with complete independence and highest levels of initiative Intermediate working knowledge and computer proficiency of all Microsoft Office packages (e.g. word processing, spreadsheets, e-mail and internet use) Understanding of the current issues impacting on the NHS Business Focus To support/assist the management and leadership team to deliver the aims and objectives of the service. To work within service levels and KPIs and ensure that reporting procedures are adhered to. Adhere to quality standards and monitoring systems for the provision of services in the department. Customer Focus To provide a comprehensive first line support service meeting agreed deadlines and service level agreements. To positively contribute to stakeholder and client relationships to deliver the aims of the service. To oversee the work of suppliers and contractors to ensure they deliver effective services. Delivery Focus To provide a first line response service to customers experiencing incidents or difficulties with their IT facilities, resolving these directly where possible. To provide assessment, categorisation and prioritisation for reported incidents and Service Requests and provide initial support, targeting first contact resolution. Where resolution is not possible, ensure Incidents and Service Requests are properly escalated and assigned to the correct support groups. To compile data through incident entry that will be used for management information, library reference and reporting, updating incident / problem calls accordingly. Maintain close liaison with the customer to fully understand their incident and keep them informed of the resolution process. To ensure that reporting and quality procedures are adhered to. To report to the senior management any issue which could significantly impact the organisation or one of its customers. To ensure a high standard of Service Desk service in accordance with ITIL best practice. To identify where calls routinely arise from a lack of system knowledge in the user community and feedback the requirement for appropriate training. To maintain audit information of the installed asset base within the Service Desk system by utilising the capabilities of the remote monitoring software. To escalate and liaise with 3rd party support serves as applicable.