Service Desk Analyst

  • Job Reference: 7002830/001
  • Date Posted: 20 November 2020
  • Recruiter: Central & East
  • Location: Buckinghamshire, England
  • Salary: £12.00 to £14.00 Per Hour
  • Sector: Technology
  • Job Type: Temporary
  • Work Hours: Full Time

Job Description

Responsibilities

 

  • Drive and maintain outstanding levels of customer service and satisfaction.

  • Ensure all incoming calls, e-mails and portal based requests are correctly logged and recorded in the Service Desk Call Logging system.

  • Appropriately allocate incident and requests to other teams ensuring clear and unambiguous comments and updates are provided in the Incident/Request.

  • Manage Incidents and Service Requests assigned to you, ensuring SLA and KPI compliance.

  • Employ calm, courteous and customer service focussed manner for incoming and outgoing phone calls.

  • Ensure compliance with phone call management SLAs and KPIs.

  • Ensure excellent verbal and written communications are applied at all times.

  • Manage standard requests, such as requests for new starters or equipment, ensuring IT Service Desk standards and process are accurately applied.

  • Provide 1st level support for the Trust’s healthcare applications, standard IT software, mobile devices and hardware related issues.

  • Manage standard requests

  • Ensure appropriate and up-to-date documentation is maintained at all times.

  • Ensure appropriate escalation to Team Leader where necessary.

  • Adhere to the Trust’s internal processes and procedures.

  • Assist colleagues and drive positive team work and communication.

  • Identify areas of improvement.