Service Desk Analyst

  • Location

    London, England

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Experis UK

  • Contact email:

    joel.newman@experis.co.uk

  • Job ref:

    JN04_1605104925

  • Published:

    2 months ago

  • Expiry date:

    2020-12-23

  • Start date:

    ASAP

  • Client:

    #

Service Desk Analyst

London(Remote Working)

Permanent Role

CLIENT:

My Client is a market leading healthcare tech company

OVERVIEW:

The Service Desk Analyst provides first and second line technical, non-technical and specialist support using mainstream applications as well as a diverse range of emerging and bespoke systems, providing support to company Stakeholders accordingly ; participants, researchers, clinicians, NHS employees, internal company users and other stakeholders as necessary. The development of processes, documentation and FAQs to support the variety of users is an essential element of the role.

KEY ACCOUNTABILITIES:

  • Provides first line Service Desk support to a broad range of internal and external stakeholders, providing both product, operational and service information in a professional and customer focussed manner.
  • Liaises with customers, operational and science teams, service management and other interested parties regarding customer enquiries.
  • Inputs to drafts policy, standards and procedures for the Service Desk.
  • Ensures that enquiries, incidents, requests and complaints are handled efficiently according to agreed procedures whilst sensitively dealing with difficult situations.
  • Generate and despatch reports for stakeholders, and respond to content/feedback commensurate with need.
  • Schedule the work of Service Desk analysts to meet agreed service levels.
  • Creates and delivers effective learning and development materials and support.
  • Contributes to continuous improvement initiatives such as FAQs, knowledge trees, "how do I" documentation, cross training initiatives and other improvements to support own team, other teams and organisational objectives.
  • Provide support services to ITIL management functions.
  • Collaborate with internal stakeholders to support impact ITIL Service Lifecycle.

SKILLS/EXPERIENCE REQUIRED:

  • Self Starter / ability to use initiative within defined scope.
  • Knowledge of one or more computer systems.
  • Excellent communication skills both written and verbal.
  • Ability to work in a fast paced and complex environment.
  • Ability to interact positively with stakeholders - both internal and external.
  • Contact Centre/Customer Service experience.
  • Excellent keyboard skills.
  • Good organisational and analytical skills.
  • Good planning and delivering skills.
  • Excellent telephone manner.
  • Ability to prioritise and re-prioritise workload on a daily basis to accommodate frequent, unexpected urgent data requests working to conflicting deadlines. Able to demonstrate excellent 'ticket management'.
  • Ability to input data accurately and identify errors or inconsistencies in numerical, personal data or financial data.
  • Must be a team player, but also demonstrate ability to work independently and achieve deadlines (project work) with a good work ethic.
  • Proven ability to deliver continuous improvement to services

Desirable

  • Higher level qualification in related subject.
  • Knowledge or interest in Genomics related sciences.
  • ITIL Foundation (V3.onwards).