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IT Service Desk Senior Assistant
2 months ago
About the Role
Gateshead Health NHS Foundation Trust is seeking a highly skilled 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.
Key Responsibilities
- Provide first-level technical support to users via phone, email, and remote assistance, ensuring prompt and courteous responses to their inquiries.
- Troubleshoot hardware, software, and network-related issues and escalate complex problems to appropriate teams when necessary.
- 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.
Requirements
- Strong experience of working in a customer service environment, not necessarily IT.
- Substantial experience of first and second line IT support in a highly complex environment.
- Familiarity with use of Service Desk software systems.
- Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
- Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.
Desirable Qualifications
- Education to NVQ Level III or equivalent experience.
- Familiarity with Microsoft Office product family from a user and support perspective.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
About Us
Gateshead Health NHS Foundation Trust is committed to helping streamline operations to achieve greater efficiency and enhance patient care. We are a dynamic and supportive team that values innovation and professional growth.
We are proud of our diverse team of talented individuals who share a common passion for technology and customer satisfaction. If you are ready to take on a rewarding challenge and become an integral part of our Service Desk team, we'd love to hear from you.
