Senior Service Desk Lead - ITSM, Automation & Incidents

Croydon Health Services; Croydon Shire; On-site; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Flexible working

Education & career development

Job summary

Croydon Health Services NHS Trust is seeking a Senior Service Desk Analyst to support, mentor and lead Digital Services within the Service Desk. You will manage major incidents, oversee ITSM processes and drive continual service improvement across Digital Services.

The role emphasizes customer service, technical troubleshooting and collaboration with clinical and IT teams to ensure reliable digital support for staff and patients. Flexible working arrangements are available.

Responsibilities

• Act as a senior escalation point for complex incidents, service requests, and major incidents.
• Support the day-to-day operation and continuous improvement of the Service Desk.
• Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it continues to meet operational and service delivery requirements, supports business processes, and delivers an effective user experience across Digital Services.
• Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
• Monitor service performance, reporting on KPIs and identifying improvement opportunities.
• Promote self-service, automation, and knowledge management to improve user experience and efficiency.
• Support the implementation and transition of new digital services into business-as-usual support.
• Mentor and support Service Desk staff, sharing knowledge and best practice.
• Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
• Contribute to service improvement initiatives and Digital Services projects.
• Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.

Job description

Croydon Health Services NHS Trust is seeking a Senior Service Desk Analyst to support, mentor and lead Digital Services within the Service Desk. You will manage major incidents, oversee ITSM processes and drive continual service improvement across Digital Services.

The role emphasizes customer service, technical troubleshooting and collaboration with clinical and IT teams to ensure reliable digital support for staff and patients. Flexible working arrangements are available.