Service Desk Analyst –
6 Month Initial Contract
Remote/Hybrid- REMOTE – 6 Month Initial Contract
We are looking for multiple Service Desk Analysts with a passion and commitment to providing excellent IT Support to join our Professional Services client. As a Service Desk Analyst you will provide 1st level support across our clients Internal Customers and Colleagues, in terms of their IT equipment and associated software. You will be the face of IT and the 1st point of contact so excellent customer service skills, and a passion customer service excellence is essential.Your day-to-day responsibilities will include:
- Provide Level 1 – Level 2 Clinic Management Software (SOE Dentally, Carestream R4)
- Provide Level 1 – Level 3 Windows OS, Drivers and Applications Support (including but not limited to Office, Printers, Scanners, Oral Scanners, X-Rays etc.)
- Provide Level 1 – Level 2 VoIP Software Support (BT CloudWork, bOnline, Sky, Virgin)
- Provide Level 1 – Level 3 Support for Clinic Hardware
- Documenting Issues and Fixes and issuing them to clinicians and other staff.
- Organizing Training for Clinicians to understand new or important features of software/hardware.
- Finding ways to automate processes for clinics and sales team.
- Basic knowledge of WordPress.
Main Duties & Responsibilities:
You will be working as part of the Central Service Desk team in Chorley providing support onsite, via telephone, email, Service Desk Platform and supporting our Local Service Desk teams across our client’s sites in the UK – predominantly across the North of England. Support ranges from Hardware support, software support, IT Request fulfilment, onboarding and offboarding and getting involved with key IT Projects supporting the 2nd Line Support team and our Infrastructure team.
· Always provide excellent customer service
· 1st Level support to internal and external customers
· Provide timely and appropriate escalations to 2nd and 3rdLine when required
· Own and Manage faults reported to third party suppliers, maintaining communication updates throughout
· Assist with the procurement, build/configuration of PC’s, laptops and all other IT equipment
· Promote IT Best Practice and increase knowledge or core IT Systems in the user community
· Assist with IT projects when required
· Follow, create and maintain work instructions, audit controls and the CMDB
· Maintain and support the core EPR system schedule process
· Provide remote and onsite assistance
Knowledge, Skills & Experience:
· Highly driven and determined individual with excellent communication skills both written and verbal
· Strong problem-solving skills
· Demonstratable and proven ability to work on own initiative with good organisational skills and self-drive
· Exceptional customer service skills, with natural aptitude to consider impact to the customer
· Understanding of Service and Network infrastructures, including telephony systems
· Office 365 experience – administration and training
· Windows 10 Desktop Support
· Android and Apple phone support
· Microsoft Azure and SharePoint