Job Description

At Acacium Group and all of our affiliated companies, we uphold high standards of quality, service, and integrity in healthcare solutions. We strive to ensure every team member has a rewarding experience through personal and career development, competitive benefits, and the opportunity to be part of a global enterprise. We are looking to add to our technology division within our US company Favorite Healthcare Staffing and are eager to welcome our newest team member!

Job Description

The Senior analyst will follow ITIL best practices and processes to delivery exemplary services to our customer via both verbal and non-verbal communications. They will take full ownership of incidents and requests received from customers. Demonstrating exemplary communication skills providing clear expectations in an open, honest, respectful and fair manner. The Senior Service Desk Analyst role is within the Service Desk and part of the wider Delivery Services team in Favorite Healthcare Staffing Technology & Transformation division.

Job Responsibilities:

• Follow incident management processes and procedures and ITIL best practices in the lifecycle of an incident. Executes strong analytical skills coupled with systematic checks to rapidly identify and resolve incidents to minimize impact to our customers.
• Assist in the identification, information gathering and utilization of root cause analysis techniques for problem tickets.
• Fulfill request tickets that have either been assigned directly to you, received directly from customer interactions, or picked up from the unassigned queue. Provide a first-class service completing requests to high standard, within SLA, updating the ticket and keeping the customer informed.
• Take full ownership for project tasks assigned to you. Keep both your line manager and project manager regularly updated on progress and any scheduled commitments to tasks that may impact project tasks, requests and/or incidents. Delivery of agreed tasks within time and scope.
• Maintain an awareness of scheduled changes and how these changes will impact customers. Keeping the change owner aware of any unanticipated impacts to customers to enable swift remediation and minimize impact to others.
• Document and maintain standard processes and procedures. Updating knowledge base articles.
• Deliver a first-class user experience via face-to-face, telephone and digital collaboration applications. Dedicated to providing customer service and managing relationships.
• Follow asset management processes and procedures in the lifecycle of an asset. Ensuring asset details correctly reflect the status of said asset. Changing asset details/status as appropriate when handling assets.
• Potential to travel to other offices to provide support.
• Support cover required during core business hours across defined shifts
• Out of hours support is a requirement in this role, as is the need to provide operational support during weekends when business needs require this.
• Completion of any ad-hoc tasks that may be assigned from time to time.

Experience and/or Qualifications:

• Degree in information systems or another relatable field
• Excellent customer service skills
• Excellent verbal and written communication skills
• Proven 2nd line support/troubleshooting skills
• Demonstrated awareness of MS Office365 support
• Knowledge and experience of supporting MS Teams
• Knowledge of Microsoft O/S support
• Experience of Mac OS support
• ServiceNow or similar ITSM Ticketing System
• IT Hardware (computer, monitor, scanner, printer)
• Computer imaging, configuration & profiling
• Excellent documentation skills

Preferred Additional Skills/Experience:

• Experience of MS Windows Serve
• IP/Cloud Telephone System
• RDS and Thin Client setup & support
• Mimecast
• Sophos Cloud
• CompTIA A+/ Network+
• MCP
• ITIL 3/4

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