Service Desk Analyst

Leicestershire Partnership NHS Trust; Leicester; On-site; GBP 24,000 - 28,000; Full time

Job summary

The Leicestershire Partnership NHS Trust is seeking a Band 4 Service Desk Analyst to join the IT service desk team in Leicester. You will handle incoming calls and requests, log incidents, and aim to resolve issues within agreed SLA/OLA targets, communicating complex IM&T topics to non-technical staff.

Working in a busy call centre, you will own calls through to resolution, maintain user accounts, and coordinate with internal teams and suppliers to ensure timely responses, while upholding

Responsibilities

• Act as first point of contact for HIS Service endusers on the customer service desk.
• Answer, log and manage all calls, emails and faxes to the Service Desk.
• Work within SLA/OLA requirements, ensuring issues are owned and progressed to resolution.
• Maintain and contribute to the HIS knowledge base.
• Analyse and resolve complex IM&T queries, including software and hardware configuration.
• Support clients with account management, GP connections, desktop issues, mobile phones and application software across Trust sites and other organisations per SLA.
• Process user account and VPN forms following set procedures.
• Ensure issues are resolved within SLA or escalated to secondline support.
• Maintain IT systems and user accounts, ensuring accurate access and contributing to IM&T improvements.
• Follow up resolutions to ensure user satisfaction.
• Liaise with internal teams, thirdparty engineers and suppliers to ensure timely responses.
• Assist in managing the Service Desk application, including user accounts, categories and call allocation.
• Meet quality and performance targets set by Service Delivery Management.
• Escalate incidents to external support agencies when required.
• Promote and comply with the organisation’s equal opportunities policy.

Job description

Job Overview

Band 4 Service Desk Analyst

The post holder will be expected to operate within SLA/OLA standards expected by customers. This role will have the responsibility for receiving all incoming issues and information requests to HIS with the brief to either resolve to a conclusion, or to pass or escalate to the appropriate person. All calls are to be logged whilst doing so. They will be responsible for communicating complicated IM&T issues to non IM&T staff/suppliers.

The post holder will need to operate within a busy call centre environment and will need to ensure that they follow procedures that have been developed.

The service desk will have responsibility for logging all calls, owning all calls until closure, progress chasing and performing user account management. This post may require flexible working hours, based upon the service requirements of the HIS client base.

• Act as first point of contact for HIS Service endusers on the customer service desk.


• Answer, log and manage all calls, emails and faxes to the Service Desk.


• Work within SLA/OLA requirements, ensuring issues are owned and progressed to resolution.


• Maintain and contribute to the HIS knowledge base.


• Analyse and resolve complex IM&T queries, including software and hardware configuration.


• Support clients with account management, GP connections, desktop issues, mobile phones and application software across Trust sites and other organisations per SLA.


• Process user account and VPN forms following set procedures.


• Ensure issues are resolved within SLA or escalated to secondline support.


• Maintain IT systems and user accounts, ensuring accurate access and contributing to IM&T improvements.


• Follow up resolutions to ensure user satisfaction.


• Liaise with internal teams, thirdparty engineers and suppliers to ensure timely responses.


• Assist in managing the Service Desk application, including user accounts, categories and call allocation.


• Meet quality and performance targets set by Service Delivery Management.


• Escalate incidents to external support agencies when required.


• Promote and comply with the organisation’s equal opportunities policy.

This job description is not exhaustive and may be reviewed and amended in consultation with the post holder.

About Us

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland.

We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.

Details of our benefits, leadership behaviours and other important information can be found in the Information for Applicants, please view the supporting documents.

We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.

For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy).

All jobs will require permission to work in the UK.

For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.

Applicants at risk within the local NHS who meet essential criteria will have preference for interview.