IT Service Desk Analyst
| Dyddiad hysbysebu: | 04 Chwefror 2026 |
|---|---|
| Cyflog: | £32,199.00 i £34,876.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £32199.00 - £34876.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Chwefror 2026 |
| Lleoliad: | Bromley, BR2 0EP |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9334-26-0090 |
Crynodeb
Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method Accurately diagnose, triage and/or resolve technical hardware and software issues Research questions as necessary using available information resources for inclusion into the knowledge base Communicate and advise users on appropriate steps to resolve issues (including workarounds) Accurately log all IT Service Desk interactions through IT Service Desk software and processes Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information. Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process Participate in regular targeted team meetings and training sessions. Follow the ITIL method for Service Desk to include: Single Point of contact (SPOC) Single Point of entry Single Point of exit Easier for customers Streamlined communication channel Incident Control: Life-cycle management of all service requests Communication: keeping customers informed of progress and advising on workarounds Manage day-to-day relationships and request fulfilment with the users of the Trust Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required Assist to implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function. The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder. Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business Negotiate with users, including clinicians and managers Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.