Adecco Public Sectors Client based North of Manchester is currently looking to recruit a Service Desk Analyst for an initial 3 month contract. The contract is paying a rate of £16.85 per hour (umbrella rate) and will be based on site.

The successful candidate will be first point of contact for all IT issues and queries, to provide excellent customer services and provide first time fixes where applicable. Ensuring that the services are efficient and responsive to the needs of the General Practitioners and CCG. To provide an efficient technical and systems support function to users of departmental systems.

You will be tasked will the following duties and responsibilities;

Answer telephone calls within a specified response time
Provide excellent customer service when dealing with service users via telephone and electronic mail and in person.
Record all incidents reported by users on the service desk software ensuring that:
All contact details are checked and verified
An accurate description of the incident is recorded onto the service desk call logging system
An appropriate priority is assigned to the incident
All updates from the service user or assigned officer are recorded accurately and in a timely manner.
Develop your IT knowledge and requirements to provide 1st Line support and fault diagnosis to the GP service users or IT software and hardware. Targets to be agreed within your Appraisal.
Provide first time fixes and resolutions to simple ICT related incidents and requests where appropriate via telephone and face to face.
Liaise and communicate effectively with users, and internal and external contacts as required
Provide the interface between the service user and 2nd / 3rd line support and third party suppliers.
Identify gaps in the asset database; checking and amending registers which could include adding or removing equipment details to ensure that the asset register is up to date
Undertake data entry onto requisitions systems to assist with the purchase of hardware and software equipment as requested
Monitor the progress of the open calls ensuring that they are resolved in accordance with agreed criteria as specified in the department's standard of work.
Monitor open calls against agreed SLAs (Service Level Agreements), and chase progress with engineers as appropriate.
Manage the service user experience and their expectations by updating them on the status of their reported incident.
Agree with the service user when a full resolution has been implemented that the call can be closed and to close the call.
Obtain feedback from users in order to support the department's culture of continuous improvement.
Assist the department team leads and managers with the production of performance statistics to aid service improvement.
Contribute to ongoing development of service desk by proposing changes to working practices and procedures and forward end user views on opportunities for enhancement
Identify trends in incidents to the department team leads and managers in order that potential problems can be identified and escalated as appropriate.
Liaise with third party suppliers where incidents have been escalated to obtain feedback of resolution progress in order to keep the service user updated on progress.
Receive complaints either in writing or verbally and to refer to the managers for escalation and resolution.
Participate in the GPs' disaster recovery plan
Participate where required in IT projects.
Participate in working across shift patterns, to cover between 08:00 and 20:30 and weekends.
Provide guidance and knowledge sharing to new starters or less experienced colleagues.
Use the 'library of knowledge' for reference when supporting service users.
Undertake other duties as required to support the service at the request of the department managers.In order to be successful you MUST have NHS experience at Service Desk Level. If this opportunity is of interest to you and is well suited to your skills and experience then please apply now in order to be considered