Senior Service Desk Analyst
- Recruiter
- Confidential
- Location
- Hertfordshire
- Salary
- Competitive
- Posted
- 27 Jul 2022
- Closes
- 24 Aug 2022
- Sectors
- Accountancy
- Contract Type
- Contract
- Hours
- Full Time
Senior Service Desk Analyst
Fixed term contract - 12 months
Location: Turnford - EN10 (Hybrid working available after 3-6 months)
Department: Technology & Transformation
Salary: Competitive salary plus excellent company benefits
Working hours - Monday to Friday (shifts between 8am and 6pm) with requirement to do out of hours on call every 4 weeks.
Join a global healthcare solutions partner.
If you want to join a global company that s committed to the human side of the business, look no further. Acacium Group is the UK s largest healthcare solutions partner offering staffing, managed services, and innovative delivery models to health and social care systems and the global life science industry. A business with scale, a strong financial profile, leading digital capabilities, and a vision to be the leading global healthcare solutions partner, we ve got a great role for you!
Help us grow in a way that makes a positive impact on society
We are now growing the technology & transformation team and looking to appoint someone as our new Senior Service Desk Analyst.
Following ITIL best practices and processes, you will deliver an exemplary service to our customers via verbal and non-verbal communications. As the Senior Service Desk Analyst, you will own incidents and requests received and ensure these are accurately entered into ServiceNow.
This role is customer service driven and you will provide extraordinary service to your customers which will exceed their expectations. This will be achieved whilst you provide a high standard of technical support and efficiently troubleshoot incidents that minimize the impact on customers.
As the Senior Service Desk Analyst, you will keep processes current by regularly reviewing and updating these in accordance with changes or identified improvements.
What you will be doing
Following incident management processes and procedures in the lifecycle of an incident.
Assist in the identification, information gathering, and utilization of root cause analysis techniques for problem tickets.
Fulfill request tickets, ensuring this is met at the highest standard and within the SLA.
Take full ownership of project tasks working closely with line managers
Maintain awareness of scheduled changes and how these changes will impact customers.
Document/maintain standard processes and procedures, updating knowledge articles.
Who are we looking for?
Previous experience within a similar role is the first and foremost requirement. We will then be looking for those to have IT experience within the required fields:
Proven 2nd line support/troubleshooting skills
Demonstrated awareness of MS Office365 support
Knowledge and experience of supporting MS Teams
Excellent customer service skills
Excellent verbal and written communication skills
What's in it for you.
In addition to going to work each day for the UK s largest healthcare solutions partner, you will be rewarded with a highly competitive salary and business structure, along with a raft of other benefits that come from working with a global market leader.
Always by your side - driven by excellence - putting people first
Fixed term contract - 12 months
Location: Turnford - EN10 (Hybrid working available after 3-6 months)
Department: Technology & Transformation
Salary: Competitive salary plus excellent company benefits
Working hours - Monday to Friday (shifts between 8am and 6pm) with requirement to do out of hours on call every 4 weeks.
Join a global healthcare solutions partner.
If you want to join a global company that s committed to the human side of the business, look no further. Acacium Group is the UK s largest healthcare solutions partner offering staffing, managed services, and innovative delivery models to health and social care systems and the global life science industry. A business with scale, a strong financial profile, leading digital capabilities, and a vision to be the leading global healthcare solutions partner, we ve got a great role for you!
Help us grow in a way that makes a positive impact on society
We are now growing the technology & transformation team and looking to appoint someone as our new Senior Service Desk Analyst.
Following ITIL best practices and processes, you will deliver an exemplary service to our customers via verbal and non-verbal communications. As the Senior Service Desk Analyst, you will own incidents and requests received and ensure these are accurately entered into ServiceNow.
This role is customer service driven and you will provide extraordinary service to your customers which will exceed their expectations. This will be achieved whilst you provide a high standard of technical support and efficiently troubleshoot incidents that minimize the impact on customers.
As the Senior Service Desk Analyst, you will keep processes current by regularly reviewing and updating these in accordance with changes or identified improvements.
What you will be doing
Following incident management processes and procedures in the lifecycle of an incident.
Assist in the identification, information gathering, and utilization of root cause analysis techniques for problem tickets.
Fulfill request tickets, ensuring this is met at the highest standard and within the SLA.
Take full ownership of project tasks working closely with line managers
Maintain awareness of scheduled changes and how these changes will impact customers.
Document/maintain standard processes and procedures, updating knowledge articles.
Who are we looking for?
Previous experience within a similar role is the first and foremost requirement. We will then be looking for those to have IT experience within the required fields:
Proven 2nd line support/troubleshooting skills
Demonstrated awareness of MS Office365 support
Knowledge and experience of supporting MS Teams
Excellent customer service skills
Excellent verbal and written communication skills
What's in it for you.
In addition to going to work each day for the UK s largest healthcare solutions partner, you will be rewarded with a highly competitive salary and business structure, along with a raft of other benefits that come from working with a global market leader.
Always by your side - driven by excellence - putting people first