Service Support Analyst
Salary: £30,746 to £34,163
Hours: 35 hours per week
Location: Kings Cross, Hammersmith & Remote Working
The Service Desk within NHG is a key part of the service model that the IT Department has recently transitioned to.
We are looking to recruit a Service Support Analyst interested in playing an active role in developing the team to ensure it provides a mix of exceptional customer service and effective technical support.
We are keen to move towards a one stop shop approach to IT support where possible, as such, we will agree a development plan with successful applicant to move them to a more traditional second line skillset within a twelve to eighteen-month period.
Service Desk staff within NHG need to have excellent communication skills. These skills will enable the post holder to engage with customers effectively capturing and diagnosing IT faults or requirements. The post holder will use the information they capture to generate accurate incident or service request records, the quality of these records will enable IT colleagues to resolve them within our Service Level Agreement (SLA).
As a Service Support Analyst, you will be expected to generate reports from sources including Active Directory, analysing the outputs in MS packages and undertaking corrective action where appropriate. You must also generally be proficient in carrying out administrative duties.
The Service Desk team will be required to operate to SLAs and Key Performance Indicators in terms of call handling, records generated, and records resolved at first line. The team is required to resolve incidents and provide effective IT guidance to customers. We, therefore, require analysts to have a good foundation of technical knowledge, ideally ECDL or above, and an ability to apply their knowledge practically.
Within NHG we have recently started using Service Now as a service management solution so previous experience of this would be an advantage.
In terms of technology, NHG utilises a range of bespoke applications and we will work with the team to build their knowledge on supporting them. The IT team is currently working to ensure all NHG staff use Microsoft Office 365 so experience of supporting this model would be an advantage. Equally experience of working in Active Directory is essential for this post.
NHG IT is seeking to embed ITIL practices throughout the department, processes and procedures so experience of working within ITIL and / or ITIL qualifications would be an advantage.
In terms of role location, initially the Service Support Analyst will be required to provide remote support for most of the time but there is a requirement to work from the NHG Kings Cross office for part of the working week. Over time this may change, and all applicants will be appointed on the understanding that they may be required to work from any of the NHG London offices.
For further information or an informal conversation regarding the role please contact Tom Bullock 07384 798 495 email@example.com
In return we offer a competitive salary, generous annual leave, health cash plan, season ticket loan, life assurance and a generous contributory pension offer as well as other benefits packages. The appointed candidate will join on the starting salary which will increase to £34,163 after successful completion of probation.
To apply for this role, please upload your CV and supporting statement. Please note a supporting statement is not a cover letter. You will need to address the behaviours and essential criteria listed on the role profile and provide examples of how you demonstrate these skills. Please focus on any examples of IT Support, Customer Service and Report Analysis/Support.
Please see the Role Profile for further details. You can request this from our Recruitment Partner - Retinue Solutions if the document/link is not showing on this job board.