IT Service Desk Specialist
1 month ago
We are seeking a highly skilled IT Service Desk Analyst to join our team at South Western Ambulance Service NHS Foundation Trust.
As an IT Service Desk Analyst, you will play a critical role in providing exceptional customer service and technical support to our staff, ensuring the seamless delivery of 1st Line IT services.
Key Responsibilities- Provide excellent customer care via various communication channels, including telephone, email, video conferencing, instant messaging, and in-person interactions.
- Serve as the first point of contact for all IT-related incidents, ensuring timely updates and accurate recording in our Service Desk tool.
- Handle first-line requests, including password resets, user access/application difficulties, and other technical issues.
- Assign tickets to relevant personnel or teams within the IT department or pass them to external teams for issue handovers.
- Identify potential or emerging IT infrastructure/service problems by recognizing trends in repeat or significant incidents.
- Evaluate and escalate system failures, issuing Service Advisory Notices and announcements as necessary.
- Maintain trust assets, record accurate data, and dispose of aged assets appropriately.
- Ensure consistent triage, investigation, and update of tickets before escalation.
- NVQ level 3 or equivalent qualification in a relevant IT/technical discipline.
- Knowledge of specialist areas acquired through diploma or equivalent experience/training, plus further specialist knowledge/experience.
- Evidence of ongoing professional development.
- ITIL (or similar) Service Support qualification.
- Vendor-specific qualifications, such as Microsoft.
- A competitive salary of £28,000 - £35,000 per annum, depending on experience.
- A standard working week with opportunities for overtime pay.
- Holiday entitlements of 27 days per year, rising to 29 days after 5 years and 33 days after 10 years.
- Pension scheme contributions.
- Career and salary progression opportunities.
- Access to a wide range of discounts from various organisations across the UK.
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