IT Support and Service Desk Operator

1 week ago

Goole East Yorkshire, 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) or Manchester City Centre . This role will involve occasional travel to other Tunstall sites (across the UK)
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.
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
~ 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.
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.
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. Proven experience in a Service Desk environment
Proficiency in problem/incident management and root cause analysis
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,
Experience operating in a customer-focussed IT Service Desk environment
ITIL V4 certification or understanding of the ITIL framework
Basic understanding of Active Directory Group Policy management concepts
Office 365, MS Teams, Entra ID
Experience supporting customers in a managed service environment
Knowledge of ERP/CRM solutions
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 .
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.

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