Senior Service Desk Analyst
Role Overview
Provide a single point of contact for Trust computer users who have problems or need advice on computer-related issues.
Work with IT Department staff to allocate incoming helpdesk calls and keep users informed about outstanding calls.
Key Skills for This Role
Full Job Posting
Role purpose
Provide a single point of contact for Trust computer users who have problems or need advice on computer-related issues.
Work with IT Department staff to allocate incoming helpdesk calls and keep users informed about outstanding calls.
Responsibilities
- Record calls in the IT service system and provide assistance, including short-term or permanent solutions where appropriate.
- Provide telephone support for PCs, network hardware and software, Microsoft Office, Citrix, Microsoft operating systems, and clinical and non-clinical administrative systems.
- Allocate calls to a suitable team when they cannot be resolved directly, and update or help resolve outstanding calls.
- Deliver and install IT equipment when required; assist with clerical and data-entry tasks as needed.
- Perform daily service availability checks and report exceptions to the IT Service Support Manager or team lead.
- Prioritise incoming work, manage competing demands and respond appropriately to urgent issues.
About the Trust
Sandwell and West Birmingham NHS Trust serves Birmingham and the Black Country.
The Trust describes its values as Ambition, Respect and Compassion.
Further role information
The posting refers candidates to the attached job description and person specification for further details.
Requirements
- Provide telephone support and expert advice to IT users.
- Support users of PC and network hardware and software, including Microsoft Office, Citrix, Microsoft operating systems and clinical and non-clinical administrative systems.
- Handle users’ calls in a timely and courteous manner and record call details in the service desk system.
- Prioritise incoming work, manage conflicting demands and respond appropriately to urgent issues.
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