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Service Desk Analyst

Job Type
Evolution Recruitment Solutions https://www.evolutionjobs.com/

I am currently working with a leading NHS organisation based in Chertsey. 

We are looking for 10x Service Desk Analysts to assist in an ePR Go-Live. 

There are two aspects to the role: 

IT Support

  • Answering the phone promptly and logging support calls on the Service Desk system
  • Prioritising and categorising calls according to the impact and urgency
  • Accessing the Service Desk system to open, accept, check, update and close support request calls
  • Ensuring calls are responded to swiftly and either resolved or escalated within agreed time limits
  • Escalating to senior support staff
  • Dealing with Clients

    Users who may be experiencing failures in IT services can be stressed so support staff need to:

    • Resolve any problems as quickly as possible and reassure end-users
    • Ensure all communication from end users is accurately recorded and sufficient information provided to allow resolver groups to address the issue
    • Maintain communication channels with the user
    • Be courteous and professional at all times

    This role will include shift work, so it does require flexibility. The shifts are as follows: 

    MORNING SHIFT: 06:30 to 14:30

    AFTERNOON SHIFT: 10:00 to 18.00

    EVENING SHIFT: 16.00 to 12:00 midnight

    (all shifts are paid at 7.5hrs and include 2×10-minute break. The shift also incorporates a scheduled 30 minute break for lunch – not paid, in line with all members of staff)

    Those working weekends and nights will be paid 1.5x their day-rate. 

    .NET Development