Help Desk Analyst

We are offering an exciting opportunity for a Help Desk Analyst. As a Help Desk Analyst, you will be the first point of contact for technical support, ensuring smooth operations during both daytime and after-hours. You will be responsible for monitoring and managing server uptime, coordinating and facilitating technical responses, and providing introductory support and troubleshooting.

Responsibilities:

• Be the first-line response for technical services and data center queries, ensuring smooth operations during both daytime and after-hours.
• Coordinate with incoming callers, identify and potentially troubleshoot technical issues and support requests.
• Monitor and manage server uptime, notifying related on-call personnel in the event of technical interruptions.
• Provide rudimentary and introductory support, troubleshooting, and problem identification.
• Assist technical services in monitoring server and network alerts.
• Apply security updates, operating system patches, and major upgrades to the Windows Desktop platforms.
• Monitor conditions at local and remote data centers.
• Troubleshoot and resolve Tier 1 technical support issues revealed via server monitoring or incoming phone calls.
• Assist in developing operational procedures, depending on application.
• Facilitate or perform various printing workflows for patient letters and other documents.
• Perform other duties as required or assigned.
• Must possess a minimum of 1 year of experience in a Help Desk Analyst role or similar position
• Demonstrated proficiency in utilizing Citrix Technologies
• Proficient in Microsoft Suite including, but not limited to, Word, Excel, and PowerPoint
• Solid understanding and experience with computer hardware, including troubleshooting and repair
• Experience in providing desktop support, including resolving issues related to software, hardware, and networking
• Ability to work in a fast-paced healthcare/NHS environment, prioritizing and handling multiple tasks
• Excellent communication skills, both written and verbal, for effective interaction with staff at all levels
• Strong problem-solving skills, with a focus on providing superior customer service
• A proactive approach towards identifying and resolving issues before they escalate
• Must be willing to participate in continuous learning and training opportunities to stay updated with the latest technologies.