Service Desk Analyst

NHS BLOOD AND TRANSPLANT; Barnsley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare service provider in Barnsley is looking for an IT Support Specialist to provide first and second line support. You will be responsible for logging incidents, resolving issues via remote support, and delivering excellent customer service. The ideal candidate will have a passion for customer satisfaction and experience with IT service management. This role requires flexibility to work shifts from Monday to Friday, 8am to 5pm.

Benefits

Opportunity to make a difference in healthcare

Inclusive workplace culture

Supportive team environment

Qualifications

• Experience in providing front-line IT support.
• Ability to manage incidents within defined SLA & KPI timescales.
• Passion for customer service and resolving issues effectively.

Responsibilities

• Providing front-line support for national IT systems and services.
• Minimising the adverse effect of incidents and restoring service promptly.
• Managing Service Requests and ensuring accurate recording.

Skills

Customer service

Incident management

Remote support tools

Tools

Knowledge base

Job description

The role is first / second line IT support, and you will log incidents, agree priorities and utilise remote support to resolve up to 80% of issues at point of contact. You will be involved in many aspects of the DDTS service provided to our customers and respond to contacts via phone, self-service and email working within defined service level agreements. You will have a passion for providing excellent customer service, keeping the customer up to date with status and progress, as well as escalating and liaising with other service providers for incidents requiring specialist help.

Responsibilities

• Providing front-line support for national IT systems and services to all our customers in NHSBT.
• To minimise the adverse effect of incidents by ensuring that normal service is restored in an effective and timely manner, and within defined service level agreements.
• To take ownership of all Service Requests, ensuring that they are recorded accurately, and that via utilisation of the knowledge base appropriate resources are applied, and will be responsible for handling requests throughout the incident management lifecycle within agreed SLA & KPI timescales.
• Escalation and liaison with other service providers for incidents requiring specialist help.
• Understanding and utilising remote support and management tools to assist in ongoing management and resolution of incidents.
• To contribute to the expansion and maintenance of the knowledge base
• Maximising customer satisfaction at every interaction and resolve as many incidents at First Contact as possible.

You will be required to work within a shift pattern covering current core service hours of 8am to 5pm Mon-Fri.

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need. Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever. You will join us on our journey to create an inclusive workplace and aim to reflect the diverse