Service Desk Analyst

The provision of 1st line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network. Logging, processing, diagnosing, and investigating software and hardware faults, providing advice and guidance to Customers. Escalating issues which cant be fixed to more senior support staff and/or IT Management. The IT Service Desk opens Monday to Thursday and Friday as such, any member of the Service Desk Team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust. To create and maintain network user accounts (including email) using Microsoft Active Directory, including maintaining the database supporting this system. This includes appropriately granting and removing permissions relating to file folder, mailbox and data access. To promote good IT practices by means of telephone advice and promoting knowledge articles. To effectively manage and prioritise own workload, ensuring Customer expectations are managed. To install new hardware peripherals to best practice configurations utilising predefined procedures. To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner. To upgrade, repair and install Trust approved, applications and other software packages remotely. To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action. To be able to work with other members of the Digital Team to efficiently resolve incidents and/or to implement change. Job description Job responsibilities The provision of 1st line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network. Logging, processing, diagnosing, and investigating software and hardware faults, providing advice and guidance to Customers. Escalating issues which cant be fixed to more senior support staff and/or IT Management. The IT Service Desk opens Monday to Thursday and Friday as such, any member of the Service Desk Team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust. To create and maintain network user accounts (including email) using Microsoft Active Directory, including maintaining the database supporting this system. This includes appropriately granting and removing permissions relating to file folder, mailbox and data access. To promote good IT practices by means of telephone advice and promoting knowledge articles. To effectively manage and prioritise own workload, ensuring Customer expectations are managed. To install new hardware peripherals to best practice configurations utilising predefined procedures. To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner. To upgrade, repair and install Trust approved, applications and other software packages remotely. To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action. To be able to work with other members of the Digital Team to efficiently resolve incidents and/or to implement change.