Service Desk Analyst

IT jobs >> IT




Our Client, are the UK leader in connected healthcare software and services. Their solutions are widely used across every major UK healthcare setting, from primary and community care to high street pharmacies, secondary care and specialist


The Service Desk’s role within the group is to support both internal and external customers with Group products

and services. They are able to provide a 24/7, 365 service which includes IT infrastructure support, and managed

services to primary healthcare suppliers. They also provide support to other business sectors such as education, local

authorities and many other corporate customers across the world.

Purpose of the role:

The Service Desk Analyst will usually be the 1st point of contact into the Service Desk and as such will represent the department as well as the business. Their goal will be to build a relationship with the customer based on trust and respect resulting in a happy and loyal customer. They will do so in a professional manner providing them with all the guidance and support they require across our product range and maintenance services.

The Analyst will be responsible for raising and resolving all incidents as per the department’s policies and procedures.

Main Responsibilities:

* 1st point of contact for the customers who wish to raise an incident

* Provide technical support by diagnosing and resolving all incidents raised to the Service Desk

* Accurately record all information provided by the customer on the Group Customer Database

* Work towards predefined KPI targets which ultimately ensure the department achieves its KPI targets

* Liaise with customers and all 3rd parties to resolve incidents

* Escalate any problems or trends to the appropriate escalation point

* Comply with any procedures and policies in relation to ISO standards

* Provide assistance to field based staff including Network Consultants

Knowledge, Skills and Experience:

* Ideally an understanding of PC software and hardware

* Technical knowledge in IT is essential

* Good communication skills

* Awareness of ISO standards

* Good timekeeping

* Self motivated

Hours of work:

Monday - Friday between 8am-6pm

Adhock Saturdays offered as overtime

Cordant People is an equal opportunities Employer

Cordant Group is an equal opportunities employer
  • 1
  • Negotiable
  • None
  • None
  • CV-117769
  • Permanent
  • 0

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