Do you have exceptional customer service skills and a passion for IT? If so, join Elysium Healthcare’s as a 1st Line Service Desk Analyst.
You will provide 1st line support professionally and efficiently, and work within our expanding team of engineers, while also maintaining a high degree of customer service for all support queries, working towards a 1st time ticket closure.
The role provides technical support to over 8000 colleagues throughout more than 90 hospitals and care homes and head office functions in England and Wales, while also maintaining a high degree of customer service for all support queries and ensuring that all SLA’s and ITIL v4 are met.

WHAT YOU WILL BE DOING:

• Handling 1st line technical support queries professionally and efficiently
• Maintaining a high degree of customer service for all support queries and ensure that all SLA’s are met
• Exceptional communication skills and takes an analytical approach to problem solving
• Support users in the use of hardware equipment
• Provide users with understandable advice to avoid recurring issues
• Maintaining that internal SLA’s and ITIL v4 processes are followed
• Working to an expected set of standards outlined in a service desk Handbook
• Assisting with documentation to be stored within our knowledge base
• Assisting the Service Desk Manager & Head of Service Delivery with any escalation requests
• Escalating to wider IT support teams where necessary
• Undertaking ad-hoc requests as directed by line manager & Head of Service Delivery

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL NEED:

• Experience working on service desk using ITIL v4 is desirable
• Networking Experience (LAN, WAN & Wi-Fi)
• Experience using and troubleshooting MS Office Suite
• Knowledge with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation) is essential
• Knowledge of Active Directory (ADManager Plus) & Exchange Server, Intune and Azure.
• Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10/11)
• Knowledge of Printer setups & maintenance is essential
• Professional approach towards duties and colleagues is essential
• Very strong communication and interpersonal skills is essential
• Time management and multitasking ability is essential
• Attention to detail is essential
• Ability to learn at a fast pace is essential
• Knowledge of PC hardware set-up is desirable
• ITIL v4 Foundation is desirable