Title:

Service Desk Analyst

Location:

Leeds

Salary:

GBP 13,400 to GBP 16,200 per year

Description:

Skills and Knowledge Requirements·Minimum 1 years experience in a Service Desk / Helpdesk environment. ·Working knowledge of Microsoft Office suite·Strong customer services focus ·Knowledge of IT systems ·The ability to work well as part of a team and on your own initiative·Good problem solving skills, Job Purpose & ResponsibilitiesWe are now looking for Service Desk Analysts to join on the NHS engagement based in Leeds to manage the flow of incidents received from the NHS Help Desks and perform first line analysis. The NHS National Programme for IT (NPfIT) was launched by the Department of Health in June 2002 with central plans to modernise the UK health service through IT. Accenture has been awarded a contract to help the NHS improve healthcare for patients in the North East and East of England. Under the agreement, Accenture will lead a team of technology companies that will install, configure and integrate the information system to support patient care and services in local communities. As a Service Desk Analyst your main duties and responsibilities will include:·Conducting call receipt duties from internal and external customers via multiple sources.·Meeting telephony service levels for external calls received.·Detecting and verifying incident types identifying resolutions using knowledge tools available, referring cases to external parties within set timescales.·Helping maintain the integrity of the Incident Management process. ·Delivering a high standard of customer service.·You will be required to become familiar with the ITIL standard for Service Management Framework. Special Considerations:·Working hours will rotate weekly between 08:00 - 16:30 & 09:00 - 17:30 and overtime may be required. ·On occasion it may be necessary to work from alternate sites.·All candidates applying to work for Accenture UK must have a valid UK work permit or be entitled to work in the UKAccenture Employee Benefits·25 Days Holiday·Pension Scheme·Private Healthcare·Life Assurance·Season Ticket Loan·Hotel and Travel Discounts·Subsidised Gym membership·Share Option SchemeAbout AccentureAccenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. With more than 110,000 people in 48 countries, the company generated net revenues of US$13.67 billion for the fiscal year ended Aug. 31, 2004. Its home page is www.accenture.com.