IT Service Desk Senior Assistant

IT Service Desk Senior Assistant

Job description

Job summary

- Provide first-level technical support to users via phone, email, and remote assistance, ensuring prompt and courteous responses to their inquiries.
- Troubleshoot hardware, software, and network-related issues and escalate complex problems to appropriate teams when necessary.
- Maintain accurate and detailed records of all user interactions and issue resolutions in our ticketing system.
- Collaborate with other IT teams to implement solutions and resolve service-related incidents efficiently.
- Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
- Assist in the creation and maintenance of documentation, knowledge base articles,





and user guides to enhance service efficiency.
- Ensure compliance with company policies and security protocols to safeguard user data and network integrity.

Main duties of the job

- Provide excellent communication skills, both verbal and written, with a keen ability to explain technical concepts to non-technical users.
- Provide exceptional customer service skills with a patient and empathetic approach to resolving users issues.
- Demonstrate a passion for continuous learning and an eagerness to adapt to emerging technologies.
- Demonstrate an ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
- Liaise with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution.

About us







Are you a good problem solver with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same?

If so, we have the perfect opportunity for you!

Gateshead Health is committed to helping streamline operations to achieve greater efficiency and enhance patient care.

We are currently seeking a dynamic and motivated Service Desk Analyst to join our dedicated team. As a Service Desk Analyst, you will play a critical role in supporting our users and ensuring their technology infrastructure operates seamlessly.

Gateshead Health NHS Foundation Trust offers and opportunity for the successful candidate to workwith cutting-edge technology and make a meaningful impact to patient care.

As well as providing a supportive and collaborative work environment that values innovation and professional growth. Furthermore,





here at Gateshead we our proud of our diverse team of talented individuals who share a common passion for technology and customer satisfaction.

So, If you are ready to take on a rewarding challenge and become an integral part of our Service Desk team, we'd love to hear from you!

Job description

Job responsibilities

- Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications.
- Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
- Substantial experience of end user first level support experience
- Technical knowledge of IT hardware,





operating systems and end-user productivity tools.
- Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
- Experience in using and maintaining databases.
- Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
- Familiarity with on-line technical and support resources.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
- Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
- Demonstrated recent development of knowledge and skills in support of the Service Desk role.
- Relevant NHS experience is desirable.






- Analytical & Judgemental Skills
- Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course
- Demonstrated analytical skills
- Planning & Organisational Skills
- Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate
- Management of hardware and software fault call logs for tracking third party support calls
- Tracking and management of all quotes, requisitions and invoices for IT related hardware and software,





liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
- Physical Skills
- Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system
- Familiarity with use of telephony accessories used within a call centre environment
- Responsibility for Patient / Client Care
- Assist patients and members of the public through incidental contact.
- Responsibility for Policy & Service Development
- Responsible for following and implementing policies relating to working within the IT function
- Responsible for proposing changed or updated policies relating to working within the IT function
- Assist with development and assessment of new operational policies and guidelines within the IT function






- Responsibility for Financial & Physical Resources
- Responsible for the safe and secure use of expensive equipment.
- Responsible for the safe and secure receipt, handling and storage of expensive equipment
- Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
- Responsible for purchase of IT related assets
- Responsibility for Human Resources
- Train Trust and other organisation staff in the use of the Service Desk system
- Supervise more junior members of staff
- Deputise for the Service Desk Administrator in their absence
- Responsibility for Information Resources






- Management and development of the IT hardware and software databases to ensure that all relevant Trust and supported third party organisation assets are accurately recorded and tracked
- Working with the Data Comms manager to integrate the asset information from SMS into the Service Desk databases
- Working with the directory administrator to integrate the user information from the directories into the Service Desk databases
- Creation and maintenance of directory entries in Service Desk and Active Directory
- Production of performance statistics to assist the IT department in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements
- Responsibility for Research & Development
- Regularly undertake equipment testing
- Regularly undertake end user satisfaction surveys
- Regularly undertake audits of asset database accuracy and completeness

Person Specification

Experience

Essential

- Strong experience of working in a customer service environment, not necessarily IT.
- Substantial experience of first and second line IT support in a highly complex environment.
- Familiarity with use of Service Desk software systems.
- Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
- Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.

Skills

Essential

- Effective communication with all levels of users.
- Strong telephone call handling skills.
- Proficient at dealing with "difficult" customers whilst retaining a calm and friendly manner.
- Able to work with support staff from third party organisations.

Knowledge

Essential

- Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
- Knowledge of PC peripherals, including installation, support and troubleshooting.
- Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.

Desirable

Familiarity with NHS.

Qualifications

Essential

- Educated to NVQ Level III or equivalent experience.
- Familiar with Microsoft Office product family from a user and support perspective.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.

Desirable

- Educated to degree level or equivalent level in depth experience in an IT related subject.
- Certification from Microsoft or similar.

▶️ IT Service Desk Senior Assistant
🖊️ Gateshead Health NHS Foundation Trust
📍 Gateshead