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IT Service Desk Analyst - 1st/2nd Line support (Healthcare)

Job Title: IT Service Desk Analyst - 1st/2nd Line support (Healthcare)
Contract Type: Temporary
Location: Amersham, Buckinghamshire
Industry:
Salary: £89 - £127 per day
Start Date: 1st July TBC
Duration: 6 months+
REF: SDA2323HC_1560438954
Contact Name: Ellise Fleming
Contact Email: ellise@projectrecruit.com
Job Published: about 1 month ago

Job Description

Our client, a major global IT service provider, requires an experienced Service Desk Analyst with previous NHS experience and excellent customer service skills at the customer offices based in Amersham. Start date 1st July tbc

This is a temporary 6 months extendable contract. Analysts will be contracted to work 5 day shifts per week from the office and must be flexible to be 'on call' from home to take support calls as required. The on-call requirements will be will be some evenings/ nights and weekends based on a monthly rota shared with your colleagues. On call duties will be paid for.

Applicants should have experience in IT helpdesk 1st and 2nd line roles with previous NHS experience.

Training on our client's in-house systems will be provided. Onsite parking is available and shuttle buses from Amersham Station are provided by the client morning and evening.

Key Responsibilities:

  • Evaluation of incidents within a fast-moving environment to determine priority and urgency and resolution of technical incidents, employing workflow and IT product knowledge.
  • Owner of customer communication and to ensure increased customer satisfaction by ensure that issue are dealt with according to SLA
  • Ownership for resolution within SLA of customer issues, enquires and service requests escalated to you
  • Acting as customer focal point to address customer incidents provision of upgrade support
  • Collaboratively utilize escalation paths to ensure timely incident resolution
  • Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
  • Collaboratively utilize escalation paths to ensure timely incident resolution
  • Define and communicate root cause analysis both internally and externally
  • Determine repeated incidents and translate these into problem records
  • Develop product expertise to become regional SME
  • Contribute to knowledge sharing initiatives
  • Mentor with and assist experienced resources to provide efficient service
  • Lead preventative maintenance and ensure service records are updated accordingly
  • Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
  • Provide technical expertise and assist with leading edge product knowledge and close working relationships with Remote Operations Centers (Level 3) and level 4 support; ensuring prioritization of issues coming from the Service Desk that cannot be resolved
  • To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices
  • Ensure the right proactive monitoring tools are in place for each customer to continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
  • To ensure that the service desk actively participate in improving the usability and reliability of Client products
  • Ownership for resolution within SLA of customer issues, enquires and Service Requests escalated to you
  • Mandatory participation 24x7 on call Duty Manager rotations
  • Provision of incident analysis information and working in partnership with Service Delivery managers
  • Deputise as the major incident manager (MIM) as and when required
  • Carry out as needed some on-site technical tasks in partnership with technical solution and implementation specialists

Key Requirements:

  • 3+ years of relevant IT Service Desk Analyst experience
  • Exhibit IT mindset, knowledge of IT infrastructure and products and technical expertise in healthcare IT or IT products
  • Experience supporting Windows 7/10 & Windows server 2003/2008/2012/2016
  • Basic Networking experience & L1 Storage part
  • Basic knowledge on Virtualization technologies (Vmware L1)
  • Windows Troubleshooting knowledge
  • Degree in an IT related field or equivalent Technical experience with systems networking, databases, and user support
  • Understanding of clinical workflows and data flows within healthcare environment
  • Strong influencing and relationship management skills
  • Completed ITIL foundation V3 desirable
  • Candidates should be proactive, flexible and take pride in providing a high level of customer service
  • Candidates should be quick learners and willing to learn as training will be provided for the Client applications
  • A results-oriented individual who thrives working in a fast-paced environment
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management
  • Demonstrate analytical skills, using experience to analyze technical issues and take relevant decisions
  • Ability to inspire confidence and communicate with customers from different levels in a professional and respectful manner
  • Self-motivated and able to work autonomously
  • Ability to work effectively under pressure to tight deadline
  • Aptitude to define actions plans to execute resolution
  • Possess an aptitude to define actions plans to execute resolution
  • Ability to provide constructive input when requesting support to other expertise levels
  • Constantly exhibits customer focus demonstrating a customer-first attitude, knowing he/she is representing the Client
  • Consistently demonstrates team management capabilities by motivating himself/herself and team members for results,
  • Consistently demonstrate tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situation to maintain good relationships with customers
  • Consistently demonstrate high standards of communication skills
  • Facilitates and manages group interactions & team working, demonstrating a high level of interpersonal skills
  • Business acumen, good coaching and training skills, team-work capabilities, organizational and planning skills and some financial understanding
  • Fluent English