Service Desk Analyst

2 weeks ago

Goole, United Kingdom Tunstall Healthcare Ltd Full time
We are currently recruiting a Service Desk Analyst to join our team. You'll be responsible for actively monitoring, reviewing, escalating, and diligently pursuing outstanding Service Desk tickets. Your goal is to ensure swift responses and resolutions within agreed-upon service levels, all whilst delivering excellent customer service. This role offers hybrid (remote/office mix) working and will be based from our offices in Whitley (Yorkshire - DN14). This role will involve occasional travel to other Tunstall sites (across the UK)

What will you be doing in this role?

As a Service Desk Analyst at Tunstall, you will provide IT technical support to the Tunstall global business, performing Level 1 IT end-user support duties for services defined in Tunstall IT Service Catalogue.

What we offer:
  • Ability to help shape and influence the success of Tunstall Group
  • Competitive salary
  • Hybrid working
  • 25 days holiday + bank holidays
  • Contributory pension
  • Perks and benefits that include things like: free eye tests, retail discounts, subsidised canteen, free parking
  • A warm and welcoming team environment

Some of your key day to day tasks will be...

The Service Desk Analyst is responsible for:
  • Proactively monitoring, reviewing, escalating, and pursuing outstanding Service Desk tickets.
  • Ensuring timely responses and follow-through to resolution within agreed service levels.
  • Providing exceptional customer service throughout the ticket lifecycle.
  • Keeping colleagues fully informed about the progress of their Service Desk tickets.
  • Ensuring customer satisfaction upon ticket resolution.
  • Logging, assessment & triage of Service Requests, Incidents and Problem records within the IT Service Desk.
  • Escalate Service Requests, Incidents and Problem records to appropriate resolver groups with sufficiently detailed triage notes.
  • Support and maintain end-user account information including security groups & role sets across Active Directory & other associated business systems, including Starters/Movers/Leavers processes.
  • End-user hardware/ancillary equipment configuration & deployment to Tunstall employees.
  • Software installation, deployment & support in accordance with whitelisted application libraries & IT Service Catalogue.
  • Creation, management, and deployment of device build imagines utilising image deployment tooling.

The Ideal candidate:

You will have proven experience in a service desk environment, be someone that thrives in a fast-paced environment and adapts to balancing diverse customer needs. Maintains a positive attitude even during high-volume periods.

Key skills and experience:

ESSENTIAL
  • Proven experience in a Service Desk environment
  • Experience as the first point of contact for inbound customer calls/emails/messages
  • Proficiency in problem/incident management and root cause analysis
  • Working knowledge of the following:
  • Desktop PCs, Laptop & ancillary hardware support
  • Windows operating system support (Windows 11/10)
  • Computer imaging technologies & deployment
  • Experience supporting Office365 desktop applications (Word, Excel, PowerPoint, etc)
  • Experience supporting general software systems,
  • Active Directory Administration
  • Enterprise anti-virus best practice awareness
  • Experience operating in a customer-focussed IT Service Desk environment
  • Excellent time management and prioritisation skills

DESIRABLE
  • ITIL V4 certification or understanding of the ITIL framework
  • Basic understanding of Active Directory Group Policy management concepts
  • Basic understanding of cloud technology administration; Office 365, MS Teams, Entra ID
  • Experience supporting customers in a managed service environment
  • Knowledge of ERP/CRM solutions

A bit about us:

Tunstall is a market-leading health and care technology provider.

We're passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you'll find a place where you're valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower... they're unique. No one else is them, and we think that's special. Come and join our mission and be part of our team, our One Tunstall team.

ADZN1_UKTJ

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