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Service Desk Analyst
3 weeks ago
Service Desk Analyst- Day Team 1st Line - Permanent- Full time - York
We are one of the UK's leading independent hospital groups and the largest in terms of revenue. From our 39 hospitals and 33 clinics, medical centres and consulting rooms across England, Wales, and Scotland, we provide diagnostics, inpatient, day case and outpatient care in areas including orthopaedics, gynaecology, cardiology, neurology, oncology, and general surgery. We also operate a network of private GPs and provide occupational health services to over 700 corporate clients. We are the principal independent provider by volume of knee and hip operations in the United Kingdom.
The group was founded with the acquisition and re-branding of 25 Bupa hospitals in 2007. Since then, Spire Healthcare has made significant capital investments in its estate and continues to deliver successful and award-winning clinical outcomes and high levels of patient satisfaction.
Spire is listed on the London Stock Exchange and is a member of the FTSE 250. We were the first private hospital provider to publish outcomes data on our website and we have received awards for our clinical quality and high levels of patient satisfaction.
Spire Healthcare is committed to the highest quality of patient care. Working in partnership with over 8,760 experienced consultants, we delivered tailored, personalised care to approximately 926,500 inpatients, outpatients, and day case patients in 2022.Patients, consultants, and general practitioners trust Spire Healthcare to deliver the high-quality care they expect from a leading private healthcare provider.
Spire Healthcare are currently seeking an IT Service Desk Analyst to work in a well-established team based in York. The successful Service Desk analyst will provide 1st Line phone based support to a network of internal colleagues, and will ensure that all problems are either solved or escalated to the 2nd and 3rd Line Engineers.
Key Responsibilities:
- Ensuring customer faults are entered into the Service Now system, advising the caller of the unique reference number assigned to the fault. In the event of system failure, manual recording of all customer faults, entering the details into the Service Desk system once the system is restored
- Providing regular updates to the customer for all tickets raised. This will include ensuring regular updates are received from third party companies, and support teams, and are entered into the ticket
- Resolving faults in accordance with the customer's SLA and escalating faults in accordance with procedures which are in breach of the SLA
- Ensuring various account administration tasks are completed according to specific processes - including AD accounts and accounts for various bespoke systems
- Proactively promoting support actions to prevent errors reoccurring
Key Requirements:
A Knowledge and/or experience of the following technologies would be beneficial:
- Windows Operating Systems
- Windows Server
- Active Directory
- Basic Exchange queries
- LAN/WAN
- Printer and scanner fixes
- Application support
This position will suit an individual with previous experience in a first line Service Desk position. Ideally, you will also have a qualification in IT such as a BTEC Level 3, Comptia A+, or a Microsoft certification.
Excellent communication and organisational skills are essential prerequisites of this role. The Service Desk supports colleagues in the business and as such providing outstanding customer service at all times is crucial.
Benefits:
We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- 'Spire for you' reward platform - discount and cashback for over 1000 retailers
- Free wellness screening
- Private medical insurance
- Life assurance
Spire Healthcare is committed to creating an environment that will attract, retain and motivate its people. We are an equal opportunities employer, committed to the health and wellbeing of all our colleagues and consultants. We firmly believe that it is our people that make the business successful and everyone should have the opportunity to work in a motivated team, free from discrimination on any grounds. We therefore, are keen to receive and review applications from all candidates of under-represented groups who feel they offer the requisite skills.
For us, it's more than just treating patients; it's about looking after people.
