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Service Desk Analyst
| Posting date: | 22 April 2025 |
|---|---|
| Salary: | £26,530.00 to £29,114.00 per year |
| Additional salary information: | £26530.00 - £29114.00 a year |
| Hours: | Full time |
| Closing date: | 06 May 2025 |
| Location: | Wakefield, WF1 3SP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9378-QA01341 |
Summary
The service desk provides support for approximately 4,000 users and the IT Service Desk Analyst Team provides the first point of contact for users experiencing difficulties with IT systems and services. The postholder will be responsible for the provision of professional first line IT support to SWYPFT computer users by telephone and e-mail. A broad understanding of the IT demands and requirements of NHS staff is needed for this post, together with knowledge of common desktop systems and specialist NHS applications such as the Health and Social Care Information Centre (HSCIC). The postholder will be required to adhere to strict protocols and procedures in supporting staff and ensuring that correct escalation channels are followed. Support staff are required to promote the correct use of IT resources with the Trust and provide training and user assurance. The postholder will have previous customer service experience and good communication skills. The support staff will need to resolve any problems as quickly as possible and reassure end users; good interpersonal skills are essential. KEY RESULT AREAS: To support the Service Desk Manager in delivering the defined service desk service. Provide first and second line support including incident/problem identification, resolution and escalation in line with local Service Level Agreements. Action Service Requests for software upgrades/installations to ICT equipment ensuring minimum impact to users. Document processes and procedures to assist with PC configuration, software installation and patch records. Installation, maintenance, documentation and support of workstations, peripherals and software packages, e.g. Windows, Outlook, Office applications, virtual network Explain and advise solutions to complex I.T. issues to non I.T. staff. Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets. Monitor problems and suggest solutions to the relevant system manager. Be a source of information and guidance on information systems and policies and procedures and keep up-to-date with current IM&T developments, Trust-wide policies, national strategies and legislation. To deliver training to users; which include one to one sessions, telephone consultations and remote demonstrations. Accurately document all support calls and e-mails, gathering as much information as quickly as possible to correctly diagnose faults. Own the calls following them through reporting to closure ensuring that Service Level Agreements are met. To establish and maintain effective communication with Business Units, acting as their point of contact for information system issues.