ICT Service Desk Analyst
Posted 2 weeks ago by Innovate Healthcare Services Ltd
Negotiable
Undetermined
Undetermined
West Midlands, England, United Kingdom
Summary: The ICT Service Desk Analyst is responsible for providing instruction and support to systems users through telephone and remote support, aiming to promote self-help and reduce service desk incidents. The role involves accurately recording incidents, triaging and prioritizing them, and ensuring effective communication with both technical and non-technical staff. Additionally, the analyst must manage user account changes and monitor incidents according to service level agreements. Strong communication skills are essential for handling complaints and resolving issues effectively.
Key Responsibilities:
- Provide instruction and advice to systems users via telephone and remote support software.
- Ensure accurate recording of all incidents raised via the ICT service desk system.
- Triage, categorize, and prioritize incidents presented via the employee self-service portal.
- Analyze, prioritize, and assign incidents to resolver groups, management, and third parties.
- Handle initial complaints sensitively to avoid escalation.
- Communicate complex ICT-related information effectively to both technical peers and non-technical staff.
- Manage and record changes to systems user accounts and access rights in the service desk ticket management solution.
- Monitor incidents according to the appropriate SLA or Support Agreement and escalate concerns as necessary.
- Communicate at all levels of the organization, managing difficult situations calmly.
Key Skills:
- Excellent communication skills.
- Experience with ICT service desk procedures and policies.
- Ability to triage and prioritize incidents effectively.
- Strong problem-solving skills.
- Experience in managing user accounts and access rights.
- Ability to handle complaints and difficult situations.
- Proficiency in using remote support software.
Salary (Rate): undetermined
City: West Midlands
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents. To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded. To triage, categorise and prioritise all incidents presented via the employee self-service portal To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies. The ability to deal with initial complaints sensitively, avoiding escalation wherever possible To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers. To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution. Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary. Be able to communicate at all levels of the organisation including where there may be communication difficulties, either on the telephone or face to face, and be able to calm difficult situations LNKD1_UKTJ