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IT Service Desk Senior Assistant
3 months ago
Maintain accurate and detailed records of all user interactions and issue resolutions in our ticketing system.
Collaborate with other IT teams to implement solutions and resolve service-related incidents efficiently.
Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
Assist in the creation and maintenance of documentation, knowledge base articles, and user guides to enhance service efficiency.
Ensure compliance with company policies and security protocols to safeguard user data and network integrity.
Provide excellent communication skills, both verbal and written, with a keen ability to explain technical concepts to non-technical users.
Provide exceptional customer service skills with a patient and empathetic approach to resolving users issues.
Demonstrate a passion for continuous learning and an eagerness to adapt to emerging technologies.
Demonstrate an ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
Liaise with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution.
Gateshead Health is committed to helping streamline operations to achieve greater efficiency and enhance patient care.
We are currently seeking a dynamic and motivated Service Desk Analyst to join our dedicated team.
As a Service Desk Analyst, you will play a critical role in supporting our users and ensuring their technology infrastructure operates seamlessly.
Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
Technical knowledge of IT hardware, operating systems and end-user productivity tools.
Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
Experience in using and maintaining databases.
Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
Familiarity with on-line technical and support resources.
Possess ITIL Green Badge certification.
Possess Service Desk Institute Service Desk Analyst qualifications.
Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
Demonstrated recent development of knowledge and skills in support of the Service Desk role.
Relevant NHS experience is desirable.
Analytical & Judgemental Skills
Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course
Demonstrated analytical skills
Planning & Organisational Skills
Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate
Management of hardware and software fault call logs for tracking third party support calls
Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
Physical Skills
Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system
Familiarity with use of telephony accessories used within a call centre environment
Responsibility for Patient/Client Care
Assist patients and members of the public through incidental contact.
Responsibility for Policy & Service Development
Responsible for following and implementing policies relating to working within the IT function
Responsible for proposing changed or updated policies relating to working within the IT function
Assist with development and assessment of new operational policies and guidelines within the IT function
Responsibility for Financial & Physical Resources
Responsible for the safe and secure use of expensive equipment.
Responsible for the safe and secure receipt, handling and storage of expensive equipment
Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
Responsible for purchase of IT related assets
Responsibility for Human Resources
Train Trust and other organisation staff in the use of the Service Desk system
Supervis
