IT Service Desk / 1st Line Support Analyst
Posted on Jul 11, 2019 by CV-Library
Working as part of a dedicated NHS Mail IT Service Desk Team you will be the first point of contact to users of the new NHS Mail service across the Trust. This customer service role will entail the timely provision of NHS Mail first line support to users, ensuring regular communication as appropriate throughout the project go-live and embedment period, to enable the smooth transition of the e-mail service to a Business As Usual state.
You will be responsible for a number of key tasks including receiving, recording and prioritising issues raised by users; resolving the majority of incidents at first point of contact using remote support tools, triaging to the next line of support as necessary; undertaking NHS mail local administration duties (including password resets, mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets); the provision of system advice and guidance; initiating the appropriate IT escalation processes where required. You will also be involved in the generation of key documentation to ensure the effective transition of NHS Mail to a fully operational service.
There are 3 shift patterns available:
7.00am until 6.00pm (15 positions)
7.00am until 12.00pm (4 positions)
6.00pm until 1.30am (1 position)
* Experience of working in IT Support / Service Desk, ideally in a NHS environment
* Experience / knowledge of Microsoft Exchange or NHS Mail and Outlook, and troubleshooting
* Experience of using Cherwell Service Management Toolset or an IT Service Management Tool
* Experience of working with ITIL and Service Management Processes
* Good Communication skills and Customer Service skills
* Good document skills
These roles are to start early August and will pay between £9 - £11.15 + HP PAYE or £11 - £13.65 umbrella/deemed ltd per hour depending on your level of experience.
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