Service Desk Analyst

at  HCA Healthcare UK

WHAT YOU’LL DO:

• Answers and responds to inbound calls or electronic requests from end-users regarding applications and IT services
• Creates and documents all support calls from the user community into the IT service management tool
• Applies skills to resolve all technical incident tickets at the service desk before referring to technical support
• Analyses and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Establishes and develops relationships with other ITG teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports HCA ITG standards, policies, and procedures
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers’ issues or requests with professional attitude.