IT Service Desk Analyst – First-Line Digital Support

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

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