Contact Centre Analyst

West London NHS Trust; Greater London; On-site; GBP 29,000 - 35,000; Full time

Job summary

West London NHS Trust is seeking a Contact Centre Analyst to act as the first point of contact for IT incidents and service requests from colleagues across the Trust. You will log, diagnose, and resolve issues wherever possible to maintain smooth operations.

The role covers Fixed and Mobile Support Services, assisting staff with hardware, software, telephony, and mobile queries. Strong communication and a proactive problem-solving approach are essential for delivering excellent user support.

Qualifications

• Strong communication skills and a proactive approach to problem-solving.
• Experience providing first-line IT support is desirable.
• Ability to log, diagnose and escalate incidents as needed.

Responsibilities

• Act as first point of contact for IT incidents and service requests.
• Log, diagnose, and resolve issues where possible.
• Escalate complex incidents to appropriate teams.
• Support Fixed and Mobile Support Services for staff.

Skills

Strong communication skills

Job description

As a Contact Centre Analyst, you will act as the first point of contact for IT-related incidents and service requests from colleagues across the Trust. You will be responsible for providing high-quality first-line support, ensuring issues are logged, diagnosed, and resolved efficiently wherever possible. More complex incidents will be escalated appropriately, ensuring a seamless support experience for our users.

The successful candidate will provide support across both the Fixed and Mobile Support Services, assisting staff with a wide range of hardware, software, telephony, and mobile device queries. Strong communication skills, a proactive approach to problem-solving, and a commitment to delivering excellent customer service are essential.

This is a rewarding opportunity to play a key role in supporting the technology and communication services that enable our staff to deliver high-quality patient care and essential support services across the Trust.

This role presents an excellent opportunity for a motivated, customer-focused individual looking to develop their technical skills and gain valuable experience within Digital Services.

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ 4,500 staff, of whom 56% are BME. Our turnover for 2024-25 is £426m.

The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.