About The Role
The IT Service Desk Analyst provides first level customer support via Voice Calls & Email workflows, handling the resulting incidents, Service Requests or Requests for Change, using the incident management and request fulfilment processes, in line with Service Desk objectives and ITIL Best Practices.
They will raise, prioritise and categorise Incidents, Service Requests and RFC received via telephone and other communication media into the ITSM tool and provide 1st line support to internal Colleagues\Customers and assist in PROBLEM, INCIDENT and CHANGE management in compliance with ITIL best practices.
The IT Service Desk Analyst will take ownership for incident's, Service requests and Requests for Change until resolved or assigned to the appropriate support area, whilst managing personnel and departmental workloads ensuring SLA's \ OLA's are achieved were possible and communicating effectively with all Customers and ensure the latest relevant information is available to all IT staff.
Ideally with experience of supporting a PC environment, ITSM Tools and ITIL Framework experience, you will have experience of experience of Active Directory and MS Exchange user administration.
You will have excellent communication skills, a strong focus on customer service and strong organisational skills and have a high level knowledge of Microsoft packages / Windows OS.
About The Company
HC-One offers professional residential, nursing and specialist dementia care for older people. We aim to be the first choice care home in each community for Residents and Colleagues; we will achieve this mission through providing the kindest possible care to Residents in over 300 care homes across the United Kingdom.
We are very proud of our outstanding team at HC-One. They are caring, warm-hearted and professional people who have a clear understanding of our Residents individual needs, choices and wishes.
What HC-One offer
Complimenting your salary, you will enjoy access to a huge variety of benefits and services to support your physical and psychological well-being and throughout your career we will invest in you and you will enjoy additional support and benefits including:
Award-winning learning and development
An opportunity to learn from experienced colleagues as part of an outstanding and committed team.
GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16
Colleague discounts - Access to over 1600 high street discounts including carefully selected discount partners
Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme. This gives Colleagues and their family access to 24/7 365 support for a whole range of issues including physical, mental and financial issues