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- Tasks: Provide first-line ICT support and manage incident resolutions.
- Company: Join Northampton General Hospital, part of a diverse healthcare group.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real impact by helping users and improving service quality.
- Qualifications: Experience with ITIL principles and strong customer service skills required.
- Other info: Diversity and inclusion are valued; all backgrounds encouraged to apply.
The predicted salary is between 28800 - 43200 £ per year.
Overview
As a Support Service Desk Analyst, you will be a member of the 1st Line Service Desk team providing ICT support for the Group. You will act as a point of escalation for Associate Service Desk Analysts and support incident and request management following ITIL principles.
Responsibilities
- Provide a Service Desk call logging and first line incident resolution service with the goal of first-time fixes.
- Work with the Service Desk Analysts to review past incidents and patterns to identify where additional training or guidance is required to improve first-time fix rates.
- Maintain accurate records of all contacts on the Service Desk and provide regular progress updates to end users throughout the incident lifecycle.
- Maintain agreed service standards on timeliness and quality of service; ensure calls and emails are logged correctly and monitored for progress.
- Receive escalations from Associate Service Desk Analysts and escalate to the Service Desk Analysts or 1st Line Team Leader as needed for serious or sensitive issues.
- Support the development of the Associate Service Desk Analysts and contribute to process improvements with the team.
- Lead by example and provide guidance with empathy for ICT shy users, aligned to users’ abilities.
- Ensure tickets are logged with a consistent minimum data set and contribute to delivering service level agreements (SLAs).
- Provide technical advice and information to Junior Analysts and contribute to operational procedures.
- Be aware of changes, schedule routine maintenance, and ensure business-critical systems maintain availability without disruption.
- Collaborate with colleagues and other departments and third parties as required to resolve incidents and provide excellent customer service.
Qualifications / Requirements
- Experience with Information Technology Infrastructure Library (ITIL) service principles and processes, especially incident and request management.
- Strong interpersonal skills and ability to build relationships with customers at all levels.
- Ability to work under timescales and stay calm under pressure, including during major service disruptions.
- Willingness to travel between hospital sites as required.
- Experience in delivering a high standard of customer service and a solutions-driven, friendly approach.
Additional Information
Northampton General Hospital is part of the University Hospitals of Northamptonshire, with a Group Model including nearby Kettering General Hospital NHS Foundation Trust. We are committed to diversity and inclusion and encourage applications from all protected groups.
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Support Service Desk Analyst employer: MAX FORTUNE, INC.
Contact Detail:
MAX FORTUNE, INC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, especially around incident and request management. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to the role.
✨Tip Number 2
Practice your interpersonal skills by engaging with friends or family in role-play scenarios where you provide technical support. This will help you build confidence in communicating effectively with users of varying technical abilities.
✨Tip Number 3
Research common issues faced in service desk roles and think about how you would approach resolving them. Being prepared with examples of how you've handled similar situations can set you apart during discussions.
✨Tip Number 4
Network with current or former Service Desk Analysts on platforms like LinkedIn. They can provide insights into the role and may even share tips on what the hiring team values most, giving you an edge in your application.
We think you need these skills to ace Support Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and qualifications required for the Support Service Desk Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have with ITIL principles, customer service, and incident management. Use specific examples to demonstrate your skills in these areas.
Showcase Interpersonal Skills: Since strong interpersonal skills are crucial for this role, make sure to include examples of how you've successfully built relationships with customers or colleagues in past positions. This will help illustrate your ability to communicate effectively.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a support role.
How to prepare for a job interview at MAX FORTUNE, INC.
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL service principles, especially incident and request management. Be prepared to discuss how you've applied these principles in past roles or how you would approach them in this position.
✨Showcase Your Interpersonal Skills
Highlight your ability to build relationships with customers at all levels. Think of examples where you've successfully communicated with users, especially those who may be less tech-savvy, and how you provided support with empathy.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've resolved incidents on the first call. Share your thought process and any techniques you used to ensure a quick and effective resolution.
✨Exhibit Calmness Under Pressure
Be ready to talk about how you handle stressful situations, particularly during major service disruptions. Provide examples that showcase your ability to stay composed and focused while delivering excellent customer service.
