Trainee Service Desk Analyst
| Dyddiad hysbysebu: | 19 Mehefin 2025 |
|---|---|
| Cyflog: | £24,169.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £24169.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 27 Mehefin 2025 |
| Lleoliad: | Norwich, NR2 3TU |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9839-25-0261 |
Crynodeb
1. Under supervision, providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers 2. Work as a part of the Service Desk function by working as an effective interface between the business and support teams 3. Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month 4. Under supervision detecting, recording, classifying, prioritising all IT incidents and tasks, and escalating calls to an IT Service Desk Analyst where required 5. Under supervision recording allocated IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards 6. With guidance classifying calls accurately with the information provided and prioritise in line with the Service Level Agreement 7. With guidance, responsible for maintaining data quality\integrity of the Digital Services call management system 8. Communicate with customers to investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of incidents such as hardware, software, application, and network incidents with the objective of restoring normal service as quickly as possible, or escalate for further support where needed 9. Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services following agreed procedures 10. Under supervision provide advice and support for how to queries from customers 11. Monitoring and tracking incidents, escalating where necessary hieratical or functionally 12. With support, installing and configuring desktop software 13. Under supervision, administering IT accounts and system privileges in accordance with the security policy 14. Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date 15. Follow best practice guidance and standard operating procedures for the safe use of IT equipment, software installs, configuration and maintenance 16. Other Service Desk activities, as directed, to continuously improve service and strive for best practice 17. Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding 18. Presenting a positive image of Digital Services at all times and comply with all relevant trust Policies