IT Support Analyst - NHS - Southall - 3 months - £130 a day via umbrella

Job Summary:
You will be required to provide 1st line technical support to the customers of the Contact Centre as part of the Service Operation strand. You will be expected to log all incidents and deal with them efficiently according to technical processes with knowledge and within the target SLA response time agreed for the call.

You will be expected to identify and respond appropriately to priority calls and use their judgement to escalate where appropriate to senior staff. You will be ITIL foundation qualified and be capable of providing administrator services within various systems.
This user facing role is key to the successful operation of the department and requires excellent communication and problem solving skills as well as an overriding dedication to providing a high level of customer service and professionalism at all times.
Key Result Areas & Performance:

• To operate the Service Desk systems and to efficiently manage the call life cycle.
• To log accurately all incoming incidents and requests.
• To initiate the appropriate response to ensure customer satisfaction and a speedy resolution.
• To ensure the appropriate escalation of incidents, or of potential breaches of the SLA performance targets.
• Dealing with all emergency calls executing the procedures and record information precisely.
• To administer the Contact Centre technical systems.

Experience Needed

• ITIL Foundation
• Evidence of Customer Facing skills course and/or experience
• Experience in a complex ICT support environment