Remote IT Service Desk Analyst — 1st Line Support

Sussex Community; Brighton; Hybride; GBP 23 000 - 29 000; Plein temps

Avantages offerts par ce poste

Living Wage Employer

Flexible working options

Résumé du poste

Sussex Community NHS Foundation Trust in Brighton is seeking a dedicated IT Service Desk assistant to provide first-line IT support to staff and external stakeholders. You will maintain a responsive service desk, log incidents, and ensure timely resolutions while following ITIL-based processes.

The role emphasizes clear communication, strong customer service, and collaboration with Informatics colleagues to improve knowledge bases and BAU support. NHS experience is valuable.

Qualifications

• Significant experience of working in a user support environment.
• Experience of supporting PCs, laptops and mobile devices.
• Experience with an ITSM Tool and SLAs.
• Familiarity with Microsoft 365 and AD is desirable.
• Strong written and verbal communication skills.

Responsabilités

• Provide first-line IT technical support to staff and external stakeholders.
• Deliver a responsive Service Desk and support end-user devices and software.
• Manage calls and requests in line with policies and SLAs.
• Diagnose and resolve first-line issues where possible.
• Escalate to second- and third-line teams as needed.
• Escalate urgent incidents with high clinical impact promptly.
• Assist in creating and maintaining IT documentation and knowledge bases.
• Share knowledge and best practices with colleagues.

Connaissances

First-line IT support

Customer service

Communication

Formation

Relevant professional area

Customer Service / Telephone Training

Outils

ITSM Tool

Description du poste

Sussex Community NHS Foundation Trust in Brighton is seeking a dedicated IT Service Desk assistant to provide first-line IT support to staff and external stakeholders. You will maintain a responsive service desk, log incidents, and ensure timely resolutions while following ITIL-based processes.

The role emphasizes clear communication, strong customer service, and collaboration with Informatics colleagues to improve knowledge bases and BAU support. NHS experience is valuable.