Service Desk Analyst

EAST LONDON NHS FOUNDATION TRUST; Greater London; On-site; GBP 23,000 - 29,000; Full time

Job summary

EAST LONDON NHS FOUNDATION TRUST is seeking an IT Service Desk analyst to log and resolve IT calls, ensuring timely, professional support during contracted hours.

You will monitor calls to meet SLAs, escalate breaches when needed, and maintain a high-quality, customer-focused service while upholding the Trust's values.

Responsibilities

• Log and resolve calls on the Trust's IT Service Desk.
• Ensure all IT support calls allocated are logged and closed within the agreed SLAs.
• Follow up and close any calls breaching SLAs as a priority or escalate as appropriate.
• Maintain a high quality, timely and customer-focused IT support service during contracted hours.
• Treat complaints or escalations related to the Service Desk, escalating as necessary.

Job description

The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.

They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.

The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.

They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.

The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.