ICT Service Desk Analyst
Role Overview
The Service Desk is the single point of contact for Digital incidents and service requests.
The goal is to restore normal operational service with minimal business impact, within agreed service levels and clinical or business priorities.
The desk also provides predefined, pre-authorised standard services, such as new starter, hardware and software requests.
Key Skills for This Role
Full Job Posting
Role overview
The Service Desk is the single point of contact for Digital incidents and service requests.
The goal is to restore normal operational service with minimal business impact, within agreed service levels and clinical or business priorities.
The desk also provides predefined, pre-authorised standard services, such as new starter, hardware and software requests.
Responsibilities
- Act as the first point of contact for Digital Services customers and provide first-level digital support.
- Handle telephone calls and live chats; manage incidents and service requests.
- Contribute to problem management, knowledge management, and service asset and configuration management.
- Provide first-level remote support, deliver excellent customer service and monitor service levels.
- Contribute to the Continual Service Improvement Plan.
Role expectations
- The role provides first-level digital support and requires customer service when supporting users.
- Telephone and live-chat handling are part of the role.
Team and department
The Service Desk team includes Service Desk Analysts, Service Desk Apprentices and a Service Desk Supervisor; the Service Desk Manager is also part of the team structure.
Field Support, Systems Support, Information Governance and Infrastructure teams support the Service Desk.
Benefits
- Benefits include an NHS pension, in-house and external training, career progression, 27 to 33 days of annual leave based on service plus bank holidays, staff physiotherapy and NHS discounts.
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