First Line Support Analyst
Role Overview
Provide first-line technical support and customer service in a Service Desk environment.
Support Trust-wide systems and help users develop their ICT skills.
The role is office based and includes rota cover for core, extended, and out-of-hours service.
Key Skills for This Role
Full Job Posting
Role overview
Provide first-line technical support and customer service in a Service Desk environment.
Support Trust-wide systems and help users develop their ICT skills.
The role is office based and includes rota cover for core, extended, and out-of-hours service.
Support and service management
- Process enquiries and service requests efficiently, recording details, category, priority, and assignment in line with procedures.
- Troubleshoot ICT equipment and services, coordinating with second- and third-line teams and other parties to resolve faults.
- Monitor requests, chase progress against service levels, keep users informed, and escalate as appropriate.
- Maintain accurate ITSM user records and use the system for asset management and reports.
Systems and user support
- Carry out routine housekeeping, maintenance, configuration, incident, change, and problem management tasks.
- Enrol users on corporate systems and test functionality before release.
- Support new system implementations with technical assistance, user support, and training.
- Maintain knowledge of supported systems and communicate changes affecting their operation.
About the Trust
University Hospitals Coventry and Warwickshire NHS Trust is a large UK teaching Trust with modern facilities and a focus on patient care, research, and innovation.
Recruitment notes
- The advert states that the role is not eligible for sponsorship.
- The advert may close once sufficient applications have been received.
Requirements
- Provide First Line technical support and customer service in a Service Desk environment.
- Participate in a rota covering core, extended, and out-of-hours Service Desk operations as required.
- Train and support users in Trust systems and ICT skills.
- The role is office based.
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