Service Desk Analyst

• Location: 

  Leeds

• Posted: 03/11/2009 21:09

Location: Leeds
Company: Accenture
Salary: 24,000 GBP Per Year

Job Purpose:

To manage the flow of incidents and perform first line technical investigation/resolution or referral to relevant resolving domains.

Main Activities / Tasks Include:

* Preserve the integrity of the incident management process.
* Filter cases passed to Accenture to ensure they meet the pre-agreed quality criteria.
* Provide 1st line support for all PACS related cases.
* Close liaison with Trust local Service Desks and System Administrators.
* Monitoring and taking action on reports sent to Service Desk mailbox.
* Manage and/or closely supports the major incident process during high severity incidents.
* Interact with the client and provides internal escalation communications during major incidents.
* Perform reactive technical investigation on Incidents reported to the Service Desk.
* Ensure logging tool quality is to the highest standard and its content checked for accuracy.

Benefits:

* Opportunity to join the global market leader in business process outsourcing.
* In depth exposure to a high profile global venture.
* Varied and challenging work.
* Comprehensive benefits package, including 25 days holiday per annum and private healthcare.
* Invaluable experience working with skilled team members.
* Excellent training and development and career opportunities.

Key Skills:

* Experience of the incident management process.
* 1st line support experience, supporting Windows/Solaris/Unix environments.
* Knowledge of network topologies.
* Client / customer facing experience.
* Experience of call-logging tools (eg Remedy).
* Strong communication skills (written and oral).

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