Service Desk Analyst

A Service Desk Analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services. Key duties include: Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations Communicate effectively and efficiently with customers, by phone, email and any other relevant medium Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion Maintain the IT services SLA and KPIs Be responsible for all IT support related tasks assigned to the IT Service Desk function Maintain Service Desk availability and responsiveness ensuring the service is covered at all times