Service Desk Analyst
| Posting date: | 21 July 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: | 04 August 2025 |
| Location: | Newcastle Upon Tyne, NE15 8NY |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | G9914-25-0188 |
Summary
In this role, you are accountable for 1. Managing your own time and work commitments/deadlines. 2. To diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required. 3. To assist all our users with any logged IT related incident when called upon. 4. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved). 5. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams. 6. To accurately record, update and document requests using the IT service desk system. 7. To install and configure new IT equipment. 8. To manage access to applications and technology systems through effective access management (User Accounts). 9. To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 10. Building and maintain productive working relationships across the organisation. 11. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions. 12. Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner. 13. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas. 14. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences. Financial Management 15. Maintain an awareness of financial and personal implications in the use of a range of resources. Relationship Management 16. Engaging in partnership working with other individuals, groups and agencies. Information Management 17. Maintain an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.