IT Service Desk Analyst

Lewisham & Greenwich NHS Trust; Lewisham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading NHS Trust in England is looking for a Service Desk Analyst to serve as the first point of contact for technical issues and requests. The ideal candidate will manage communications with users, document issues and resolutions, and work in a high call volume environment. This role emphasizes service improvement and supporting diverse staff through EDI initiatives.

Qualifications

• Experience in a similar role providing first line technical support.
• Ability to troubleshoot and resolve IT issues in a high call volume environment.
• Strong communication skills for effective interaction with users.

Responsibilities

• Maintain communication channels with customers and IT department.
• Respond to technical issues and requests across multiple channels.
• Document users' details, issues, and resolutions accurately.

Job description

Overview

The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. The Service Desk Analyst is the first point of contact for technical issues and requests, providing first line support which includes trouble shooting and resolving issues within their remit. The Analyst is responsible for responding to requests reported to the Service Desk from multiple channels (phone, email, self-service) and the lifecycle management of requests, including directing to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user's details, issues, troubleshooting steps and resolutions and any other pertinent information in the log.

The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of first-time fixes.

The role involves both a reactive and a proactive approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust.

Responsibilities

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

About the Organization / EDI

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations