Digital Service Desk Analyst

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 23,000 - 30,000; Full time

Job summary

The Royal Surrey NHS Foundation Trust in Guildford is seeking an enthusiastic IT Service Desk Analyst to join our Digital Service Desk. The role focuses on providing frontline IT support to our busy hospital users across Guildford and surrounding areas.

You will log, triage and progress incidents to resolution, troubleshoot authentication, hardware and software issues, and escalate to specialist teams when needed, ensuring customer needs are met at every stage.

Qualifications

• Experience in 1st line IT support and handling user issues.
• Strong written and verbal communication for end-user support.
• Familiarity with ticketing and incident management processes.

Responsibilities

• Provide high quality 1st line IT support to NHS users via phone, email, remote or face-to-face.
• Troubleshoot authentication, hardware and software issues across clinical and business apps/devices.
• Resolve ~80% of incidents at 1st line; escalate others promptly.
• Gather accurate incident details and log them in the Service Management tool.
• Create and maintain user accounts and contribute to knowledge articles.

Skills

1st line support

Customer service

Troubleshooting

Communication

Tools

Active Directory

Job description

Are you an enthusiastic IT Service Desk analyst looking for a new challenge in the NHS? Do you enjoy troubleshooting complex IT issues? We are recruiting IT Service Desk Analysts to complement our existing team, ensuring that we can respond to the demands our busy hospital services across Guildford and the surrounding areas. Our Digital Service Desk Analysts are the first point of contact between Trust users and the IT Department and are responsible for handling all 1st line technical support issues. Duties primarily include the logging, triaging and progressing of calls right through to resolution, ensuring our customers' needs are satisfied at every opportunity. Could this be you? ,

• To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.
• Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.
• To fix approximately 80% of incidents by telephone and to elevate the ticket to specialist teams in a timely manner when not resolved in 1st line.
• To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.
• Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues
• Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides
• To Create and maintain user network accounts in Active Directory and other supported applications
• Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.
• Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA., The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.
  Whilst an understanding of NHS environments and systems is desirable, on-the-job training will be given to the successful candidate. Currently based in Guildford, Surrey the successful candidate(s) will have a flexible attitude and be expected to cover the core hours 8.00am to 5.00pm, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.
  Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.

We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients' homes across Guildford and Waverley. We work in partnership with Ashford & St Peter's Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities. The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure. To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo