Service Desk Analyst

Key Responsibilities

• Provide first-line support for desktops, laptops, printers and other IT equipment used across the Trust.
• Ensure all work is carried out in accordance with IT service management principles, ITIL-based processes, and Trust and IT policies and procedures.
• Deliver a high standard of customer service, managing support requests professionally and developing positive relationships with users across the organisation.
• Demonstrate a strong team ethos and contribute to the achievement of Informatics objectives and priorities through consistently high individual and team performance.
• Ensure information gathered during initial user contact is accurate, professional and relevant, enabling efficient diagnosis and resolution of incidents and service requests.
• Escalate calls and incidents to the Service Desk Team Lead promptly and in accordance with agreed Service Level Agreements (SLAs).
• Contribute to the development and maintenance of IT knowledge bases, Frequently Asked Questions (FAQs), and troubleshooting documentation to support service improvement and knowledge sharing.
• Maintain awareness of emerging technologies and industry best practice, sharing knowledge and expertise with colleagues where appropriate.
• Ensure all duties are undertaken in accordance with Health and Safety legislation, policies and procedures, taking reasonable care for your own health and safety and that of others.