Senior Service Desk Analyst

NHS Jobs; Greater London; On-site; GBP 58,000 - 65,000; Full time

Job summary

South London and Maudsley NHS Foundation Trust is seeking a service management professional to maintain high levels of customer service and manage complex complaints across case management, incident handling, and IT assets. The role focuses on empathy, stakeholder engagement and ongoing process improvement.

Responsibilities include ownership of issues until resolution, contributing to remedies, on-call duties, and occasional work outside core hours to support projects.

Qualifications

• Experience in service management and handling complex complaints.
• Ability to use empathy and customer-focused metrics.
• Knowledge of incident management and asset management processes.

Responsibilities

• Manage customer service workflows and case management to resolve issues.
• Produce regular service reports and track key metrics.
• Support on-call service and participate in major projects.

Skills

Customer service management

Job description

Skills needed for this role Customer service management Maintain a high level of customer service and have the confidence to deal with complex complaints, or difficult cases covering case management, incident management, IT asset management, and service request fulfilment Use empathy to satisfy customer demands Use customer-focused metrics to achieve a satisfying outcome Financial management Personal duty of care in relation to IT equipment, resources and authoriser for small payments Ownership and initiative Own an issue until a new owner has been found or the problem has been mitigated or resolved Problem management Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational) Contribute to the implementation of remedies and preventative measures Service focus Take inputs and establish coherent frameworks that work Service reporting Ensure the service management platform is up-to-date at all times with Customer Service activities Produce relevant reports in a standard format and agreed timeframe Work with important stakeholders to discuss any changes in the reporting processes Add a commentary that provides an interpretation of the data set Technical understanding Show an awareness of the relevant subject matter and a high-level understanding of what it involves Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members User focus Identify and engage with users or stakeholders to collate user needs evidence Understand and define research that fits user needs Use quantitative and qualitative data about users to turn user focus into outcomes Asset and configuration management Track, log and correct information to protect assets and components Continual service improvement Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions Other Duties Participate in the on-call service Deputise for the Service Desk Manager Occasional work may be required outside of core business hours to support major projects / programmes

£58,133 - £65,261 Per Annum inclusive of HCAS

South London and Maudsley NHS Foundation Trust

£34,186 - £37,389 per annum inclusive of HCAs (inner) pro rata

South London and Maudsley NHS Foundation Trust