Senior Information & Communication Technology Service Desk Analyst

Imperial College Healthcare NHS Trust; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading healthcare organization in Greater London is seeking a dedicated Senior ICT Service Desk Analyst. The successful candidate will have at least 5 years of experience in NHS ICT Service Desk support and demonstrate excellent communication and leadership skills. The role involves overseeing daily operations, driving service improvements, and mentoring team members. Flexible working arrangements, along with career development opportunities, are offered. Join a vibrant team committed to improving patient care and staff well-being.

Benefits

Career development

Flexible working

Wellbeing programs

Staff recognition scheme

Qualifications

• Minimum 5 years working in a large organisation providing Service Desk services.
• 2 years IT System administration and configuration experience.
• Experience in NHS IT and clinical system support.

Responsibilities

• Oversee the day-to-day operational management of the Service Desk.
• Drive continuous service improvement initiatives for the Service Desk.
• Monitor team performance and ensure quality control of incidents.

Skills

Excellent verbal and written communication skills

Strong multitasking abilities

Advanced analytical and problem solving skills

User guide creation

Technical knowledge across NHS clinical systems

Education

Degree or relevant experience

ITIL Foundation

Tools

Active Directory

MS Office

Job description

Senior Information & Communication Technology Service Desk Analyst

We are seeking a highly motivated and dedicated individual with proven leadership skills and extensive experience in Information & Communication ( ICT )Service Desk operations.

The ideal candidate will possess a minimum of five years' experience in NHS ICT Service Desk support and at least two years in IT System Administration, including system configuration, workflow design, reporting, and database querying.

Flexible working arrangements, including on-site and remote work, are required. The successful candidate must demonstrate excellent teamwork and act as a role model for the team. Commitment to Trust values and promotion of a "No Blame - Just and Learning" culture is essential.

Main duties of the job

oOversee the day-to-day operational management of the Service Desk in collaboration with other senior analysts.oBalance responsibilities across Service Desk system administration, configuration, documentation, call handling, and team HR administration.oDrive continuous service improvement initiatives for the Service Desk.oMonitor team performance and ensure quality control of all incidents and service requests, guaranteeing adherence to Standard Operating Procedures (SOPs).oGenerate performance reports using the Service Desk system, requiring strong database querying and advanced MS Excel skills.Essential Skills and ExperienceoExcellent verbal and written communication skills.oBroad technical knowledge across NHS clinical systems, technical desktop environments, virtualisation, servers, and network support.oStrong multitasking abilities and the capacity to prioritise workloads independently.oAbility to support and mentor Service Desk team members.oPrevious experience in team leadership within an ICT support environment.oAdvanced troubleshooting skills and a solid understanding of the ITIL Incident Management framework.Additional InformationoThe role involves close collaboration with 2nd and 3rd line ICT support teams and managers.

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education/ Qualifications

• Degree or relevant experience
• ITIL Foundation

Experience

• A minimum 5 years working in a large organisation (more than 3,000 PCs) providing Service Desk services
• 5 Years using active directory, Various OS, PC hardware and MS office products
• Minimum 3 years Team Management experience
• 2 years IT System administration, configuration, querying database, reporting experience
• NHS IT, Clinical system application support , administration experience

Skills/Knowledge/ Abilities

• Advanced analytical and problem solving skills.
• User guide creation, local operational procedure creation
• Learn quickly in a demanding technical environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.