Senior Service Desk Analyst - Complex Issues & On-Call

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

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.