Service Desk Analyst

Overview

This role is first / second line IT support, and you will log incidents, agree priorities and utilise remote support to resolve up to 80% of issues at point of contact. You will be involved in many aspects of the DDTS service provided to our customers and respond to contacts via phone, self-service and email working within defined service level agreements.

You will have a passion for providing excellent customer service, keeping the customer up to date with status and progress, as well as escalating and liaising with other service providers for incidents requiring specialist help.

• Providing front-line support for national IT systems and services to all our customers in NHSBT.
• Minimise the adverse effect of incidents by ensuring that normal service is restored in an effective and timely manner, and within defined service level agreements.
• Take ownership of all Service Requests, ensuring they are recorded accurately, and that via utilisation of the knowledge base appropriate resources are applied, and be responsible for handling requests throughout the incident management lifecycle within agreed SLA & KPI timescales.
• Escalate and liaise with other service providers for incidents requiring specialist help.
• Understand and utilise remote support and management tools to assist in ongoing management and resolution of incidents.
• Contribute to the expansion and maintenance of the knowledge base.
• Maximise customer satisfaction at every interaction and resolve as many incidents at First Contact as possible.

Experience and Knowledge

• Experience in an IT Service Desk OR IT Support environment with some first- or second-line technical expertise/experience.
• Significant experience of providing IT technical support in a national multi-site or international organisation and understanding of the technical terms used in IT.
• Experience of remotely providing support in a Windows environment.
• Experience and understanding of support in a thin client environment.
• Developed knowledge of and experience of dealing with voice and mobile telecommunications.
• Experience of working with Microsoft Office packages (Word, Excel and PowerPoint).
• Experience of using and contributing to a knowledge base containing technical or support information.
• Excellent keyboard skills, to enable fast and accurate logging of call details whilst engaging in telephone conversations with customers.

Qualifications and Training

• Degree or equivalent in a relevant subject e.g. computing OR equivalent relevant experience to degree level.
• NVQ level 2 in a customer service environment, or equivalent experience.
• Demonstrate commitment to own Continued Professional Development (CPD).