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IT Service Desk Senior Assistant
1 month ago
We are seeking a highly skilled and motivated Service Desk Analyst to join our dedicated team at Gateshead Health NHS Foundation Trust. 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.
- 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.
- Familiarity with NHS.
- Certification from Microsoft or similar.
Gateshead Health NHS Foundation Trust is committed to helping streamline operations to achieve greater efficiency and enhance patient care. We are a dynamic and motivated team that values innovation and professional growth.
