As a Service Support Analyst, you will be expected to generate reports from sources including Active Directory, analysing the outputs in MS packages and undertaking corrective action where appropriate. You will also generally be proficient in carrying out administrative duties.
The Service Desk team will be required to operate to SLAs and Key Performance Indicators in terms of call handling, records generated, and records resolved at first line. The team is required to resolve incidents and provide effective IT guidance to customers. We therefore, require analysts to have a good foundation of technical knowledge, ideally ECDL or above, and an ability to apply their knowledge practically.
In terms of technology, NHG utilises a range of bespoke applications and we will work with the team to build their knowledge on supporting them. The IT team is currently working to ensure all NHG staff use Microsoft Office 365 so experience of supporting this model would be an advantage.
In terms of role location, there is a requirement to work from the NHG Kings Cross office for part of the working week. Over time this may change, and all applicants will be appointed on the understanding that they may be required to work from any of the NHG London offices.
Requirements :
Excellent working knowledge in the following areas:
Windows PC, Mobile Phones, tablets and server operating systems
Microsoft Active Directory and network protocols
Azure admin
Office 365 admin
exchange Admin
Business application and how they are used by the business
Security procedures and their implementation
Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve
Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
Good team management skills
Exceptional Customer Service skills
Excellent troubleshooting and problem-solving skills
Excellent ability to transfer knowledge within a team
General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
Strong leadership skills
Excellent communication both written & verbal
Excellent time management & organisational skills
Excellent understanding of operations and business priorities
Ability to effectively manage service delivery through a 3rd party supplier
Excellent customer service experience, incl. compliment and complaint handling
ITIL Certified
Solid IT technical background & educated to degree level
Must have ITIL Foundation as a minimum but should have higher level ITIL qualification