IT Desktop Analyst

Gloucestershire Health and Care NHS Foundation Trust; Gloucester; On-site; GBP 24,000 - 30,000; Full time

Job summary

A local health service provider is seeking a desktop analyst to deliver high-quality IT support as the first point of contact for staff. The role involves travelling across Gloucestershire to aid clinical and administrative teams, ensuring effective resolution of IT issues and service requests. Applicants should be prepared for a customer-facing environment with a focus on problem-solving.

Responsibilities

• Provide IT support and resolution for user queries.
• Record and manage calls within agreed SLAs.

Job description

Overview

The Trust's IT and Clinical Systems Service Desk coordinates the allocation and escalation of all non-resolved incidents and service requests to specialist IT/Clinical support and third-party IT system and service suppliers. It also procures hardware and software to support the organisation. This role is part of the IT community support team within the wider Support team, providing a high-quality IT service as the first point of contact for all staff within GHC. The role requires travelling to various sites across Gloucestershire to provide support to clinical and administrative staff. The support service provides a customer-facing service to resolve day-to-day technology queries, resolve issues and manage incidents, problems and service requests through to resolution. The post holder will be part of the core hub that will manage real-time communications with customers on the current status of IT systems and operations, liaising directly with any other team as required. The desktop analyst will act as a point of contact for users and manage issues through to resolution. To ensure the provision of a high-quality customer-focused IT support service providing a single point of contact to all staff in relation to all services provided by the Service.

Responsibilities

• Utilise knowledge, skills and judgement to provide a resolution where possible or to escalate to the appropriate team.
• Deal with all calls received and ensure they are recorded and dealt with appropriately within agreed SLAs.

Qualifications

The qualification, training and experience requirements for the role are set out in the Job Description/Person Specification.