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About the Role
We are looking for a Service Desk Analyst to join our IT Services team, providing high-quality first-line support to a wide and varied user base. You will act as the 'customer champion,' ensuring reported difficulties are managed effectively through to resolution, while delivering a professional and customer-focused service.
This role requires strong IT support experience, a sound understanding of ITIL practices, and excellent communication skills. You'll be part of a team that plays a critical role in maintaining reliable IT services to staff, patients, and stakeholders.
Duties & Responsibilities
- Act as the primary contact for users, ensuring all incidents and requests are logged, tracked, and resolved in line with service levels.
- Develop and maintain strong working relationships with customers and service users.
- Maintain databases and information flows that support service management, including carrying out audits and producing scheduled/ad hoc reports.
- Communicate with the customer base regarding downtime, service changes, and incident updates.
- Resolve user issues promptly, drawing on first principles and previous experience.
- Shadow colleagues to build knowledge of supported systems and improve response to user queries.
- Maintain ITIL awareness, ensuring professional service delivery.
- Monitor and report on performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Manage requests for change in line with the National Change Management process.
- Produce management reports highlighting trends, risks, and abnormal system performance.
- Contribute to documentation, procedures, and the development of updated working practices.
- Support colleagues by demonstrating tasks, sharing knowledge, and contributing to team development.
- Operate safely and effectively in line with Health, Safety & Wellbeing (HSW) and professional policies.
Essential Experience
- Providing first-line IT support in a Service Desk environment within the NHS
- Supporting a large and varied user base in IT systems.
- Working in an ITIL service environment.
- Meeting SLA targets and managing workloads effectively.
- Delivering high-quality customer service.
- Educated to A-level, diploma, or equivalent experience.
- Commitment to continuing professional development.
- ITIL Foundation Certificate (or equivalent experience).
- Good understanding of IT infrastructure at a technical level.
- Awareness of NHS standards and legal requirements relating to Information Governance and Security.
- Strong and effective communication skills
- Ability to learn new technologies and IT systems quickly.
- Analytical problem-solving skills.
*Rates depend on experience and client requirements
