IT Service Desk Analyst | South West London and St George's Mental Health NHS Trust
| Dyddiad hysbysebu: | 20 Awst 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £33,094 - £36,195 per annum inclusive of inner London HCAS |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 19 Medi 2025 |
| Lleoliad: | London, SW17 0YF |
| Cwmni: | South West London and St Georges Mental Health Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7430172/294-CORP-7430172-JB |
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We have an exciting opportunity for IT Service Desk Analyst to join our IT Support Centre. The IT Service Desk Analyst role is part of the Support Centre team whose main purpose is to support a combined team with the primary purpose of triaging calls across the 5 boroughs of the Trust including Clinical Teams, Wards, Corporate Services, Facilities, and IT.
You will work alongside IT Service Desk team members to ensure that an excellent IT Service to trust staff members. The main purpose of the IT Service Desk team is to provide 1st line IT support by focussing on triaging calls and providing 1st time fixes to IT related issues across the trust.
The post holder will be required to triage IT related issues and process service requests received via phone, IT self-service portal and in person, following agreed processes and procedures.
Troubleshoot service issues and resolve upon first contact wherever possible.
Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority
Perform password resets on a variety of applications as described in the agreed service policies and procedures.
They will work alongside with the Senior IT Service Desk Analyst to ensure that training is delivered to the team and that annual leave are taken in timely manner.
Provide 1st line IT support by focussing on triaging calls and providing 1st time fixes to IT related issues across the trust.
We are Proud to Belong at South West London and St George’s Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as ‘good’ - we aspire to be ‘outstanding’.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.
• Triage service issues and service requests received via phone, e-mail, request form, intranet and in person, following agreed processes and procedures
• Troubleshoot service issues and resolve upon first contact wherever possible
• Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority
• Perform password resets on a variety of applications as described in the agreed service policies and procedures
• Provide "how to" assistance on internally supported devices, applications and systems as described in the agreed service policies and procedures
• Escalate issues to the Senior IT Service desk analyst or Service desk Manager, or where necessary to appropriate second line support / other IM&T teams
• Make use of internal and external resources (knowledge bases, manuals, support websites, vendors) to answer questions and resolve service issues
• Respond to end-user enquiries regarding the status of service issues and service requests and follow up / progress when appropriate
• Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides
• Build relationships with second line support teams and third party suppliers to ensure that IT delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation
• Manage own workload on a daily basis, ensuring service issues and service requests assigned are dealt with within agreed targets and deadlines
• Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure
This advert closes on Sunday 31 Aug 2025