ICT Service Desk Analyst

NORFOLK AND SUFFOLK NHS FOUNDATION TRUST; Norwich; On-site; GBP 26,000 - 34,000; Full time

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a Service Desk Analyst to be the first point of contact for Digital Services customers and provide first-line Digital Support. The role covers incident handling, service requests, problem management and knowledge management, with a focus on delivering excellent customer service.

You will work within the Service Desk Team supporting clinical and business priorities, with opportunities for ongoing training and development in a welcoming

Qualifications

• Experience in incident management within a service desk environment.
• Strong customer service and communication skills.
• Experience providing first-level remote support and triage.

Responsibilities

• Telephone Call and Live Chat Handling
• Incident Management
• Service Request Management
• Problem Management
• Knowledge Management
• Service Asset and Configuration Management
• First Level remote support
• Providing excellent customer service
• Service Level Monitoring
• Contributing to the Continual Service Improvement Plan

Skills

Telephone etiquette

Customer service

First-line support

Problem solving

Communication

Job description

The Service Desk is the single point of contact for all Digital related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests. Other teams in the Digital Services Department, such as Field Support, Systems Support, Information Governance and Infrastructure, support the Service Desk., The Service Desk Analyst will be part of the Service Desk Team working as the first point of contact for Digital Service's customers and providing first level Digital Support. The role will include:

• Telephone Call and Live Chat Handling
• Incident Management
• Service Request Management
• Problem Management
• Knowledge Management
• Service Asset and Configuration Management
• First Level remote support
• Providing excellent customer service
• Service Level Monitoring
• Contribution to the Continual Service Improvement Plan

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us?

We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established nursing networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk?

The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.