Overview
As a Support Service Desk Analyst, you will be a member of the 1st Line Service Desk team providing ICT support for the Group. You will act as a point of escalation for Associate Service Desk Analysts and support incident and request management following ITIL principles.
Responsibilities
* Provide a Service Desk call logging and first line incident resolution service with the goal of first-time fixes.
* Work with the Service Desk Analysts to review past incidents and patterns to identify where additional training or guidance is required to improve first-time fix rates.
* Maintain accurate records of all contacts on the Service Desk and provide regular progress updates to end users throughout the incident lifecycle.
* Maintain agreed service standards on timeliness and quality of service; ensure calls and emails are logged correctly and monitored for progress.
* Receive escalations from Associate Service Desk Analysts and escalate to the Service Desk Analysts or 1st Line Team Leader as needed for serious or sensitive issues.
* Support the development of the Associate Service Desk Analysts and contribute to process improvements with the team.
* Lead by example and provide guidance with empathy for ICT shy users, aligned to users’ abilities.
* Ensure tickets are logged with a consistent minimum data set and contribute to delivering service level agreements (SLAs).
* Provide technical advice and information to Junior Analysts and contribute to operational procedures.
* Be aware of changes, schedule routine maintenance, and ensure business-critical systems maintain availability without disruption.
* Collaborate with colleagues and other departments and third parties as required to resolve incidents and provide excellent customer service.
Qualifications / Requirements
* Experience with Information Technology Infrastructure Library (ITIL) service principles and processes, especially incident and request management.
* Strong interpersonal skills and ability to build relationships with customers at all levels.
* Ability to work under timescales and stay calm under pressure, including during major service disruptions.
* Willingness to travel between hospital sites as required.
* Experience in delivering a high standard of customer service and a solutions-driven, friendly approach.
Additional Information
Northampton General Hospital is part of the University Hospitals of Northamptonshire, with a Group Model including nearby Kettering General Hospital NHS Foundation Trust. We are committed to diversity and inclusion and encourage applications from all protected groups.
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