Service Desk Analyst

Belmont Recruitment are currently seeking a Service Desk Analyst for our NHS client based in Eastbourne. This is a temporary assignment and is full-time working 37.5 hours per week, Monday to Friday.

Overview:
The role holder will be responsible for providing first line IT support within a busy service desk environment, acting as the first point of contact for incidents and service requests via telephone and online systems. The role holder will log, prioritise and resolve issues where possible at first point of contact, escalating more complex issues to second and third line support teams in line with service level agreements.

Main Duties:

• Logging, managing and resolving IT incidents and service requests
• Providing first line support for desktops, laptops, printers and standard software
• Escalating complex issues to appropriate technical teams
• Maintaining accurate records of all activity on the ticketing system
• Supporting user account management including resets and access requests
• Keeping users updated throughout the lifecycle of their request
• Following ITIL processes, information governance and data protection standards

Essential Criteria:

• Experience within a service desk or first line IT support role
• Good customer service and call handling experience
• Understanding of ITIL principles and ticketing systems
• Basic knowledge of Microsoft Office and desktop hardware
• Strong communication and problem solving skills
• Ability to work under pressure and manage workload effectively

If your skills match the above criteria, please apply with your up-to-date CV