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Friday 10th February 2012

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Service Desk Analyst

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

Main Activities / Tasks:
  • 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. 
  • Interacts with the client and provides internal escalation communications during major incidents. 
  • Ensure logging tool quality is to the highest standard and its content checked for accuracy. 
  • Ensure customer communication (written and oral) is to the highest standard. 
  • Evolve the way in which Incident content is gathered, held and utilised. 
  • Analysis of large volumes of data. 
  • Perform reactive event management, taking actions on events reported and prioritise. 
  • Manage own performance to deliver personal targets. 
  • Identify ways to continuously improve and add value to the team. 
  • Contribute to the team Continuous Improvement Plan. 
  • Escalate Incidents as necessary to the Service Desk Team Lead, as per the escalation process. 
  • Escalate to the Service Desk Team Lead any deficiencies identified in service provided by the Trust Helpdesks/System Administrators. 
  • Monitor performance of the product suppliers and report deficiencies to the Incident Manager. 
  • Highlight personal development needs to the Service Desk Team Lead. 
  • Assist other analysts to broaden their knowledge. 
  • Provides first-line on-call escalation as part of the out-of-hours support rota

What we can offer you: 
  • 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.

Qualifications
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)

NB: All candidates applying to work for Accenture UK must have a valid UK work permit or be entitled to work in the UK. All successful applicants may be required to go through a CRB check.

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

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