Service Desk Analyst

CROYDON HEALTH SERVICES NHS TRUST; London Borough of Croydon; On-site; GBP 55,000 - 75,000; Full time

Job summary

Croydon Health Services NHS Trust is seeking a highly motivated Senior Digital Analyst to support Digital Services across the Trust. As a senior member of the Service Desk team, you will manage major incidents, drive service improvements, and support ITSM processes.

You will mentor staff and promote self-service, automation, and continual service improvement initiatives. This is an excellent opportunity for an experienced IT professional with strong customer service and ITSM experience.

Responsibilities

• Act as a senior escalation point for complex incidents, service requests, and major incidents.
• Support the day-to-day operation and continuous improvement of the Service Desk.
• Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it meets operational and service delivery requirements.
• Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
• Monitor service performance, reporting on KPIs and identifying improvement opportunities.
• Promote self-service, automation, and knowledge management to improve user experience and efficiency.
• Support the implementation and transition of new digital services into business-as-usual support.
• Mentor and support Service Desk staff, sharing knowledge and best practice.
• Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
• Contribute to service improvement initiatives and Digital Services projects.
• Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.

Job description

We are seeking a highly motivated and experiencedSeniorDigital Analyst to support the delivery of high quality Digital Services across the Trust. As a senior member of the Service Desk team, you will play a key role in ensuring the effective operation of Digital support services, managing major incidents, driving service improvements, and supporting the Trust's IT Service Management (ITSM) processes. You will also support the development of Service Desk staff through mentoring and knowledge sharing, while promoting self-service, automation, and continual service improvement initiatives. This is an excellent opportunity for an experienced IT professional with strong customer service, technical troubleshooting, and ITSM experience. We ask candidates not to use generative AI tools, such as ChatGPT or Microsoft Copilot, to generate responses on their behalf. AI-generated answers can make it difficult for the recruiting panel to understand your individual experience, knowledge and suitability for the role. You may use technology to assist with spelling, grammar and accessibility, but the examples, evidence and content you provide should be your own and should accurately reflect your personal experience.

• Act as a senior escalation point for complex incidents, service requests, and major incidents.
• Support the day-to-day operation and continuous improvement of the Service Desk.
• Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it continues to meet operational and service delivery requirements, supports business processes, and delivers an effective user experience across Digital Services.
• Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
• Monitor service performance, reporting on KPIs and identifying improvement opportunities.
• Promote self-service, automation, and knowledge management to improve user experience and efficiency.
• Support the implementation and transition of new digital services into business-as-usual support.
• Mentor and support Service Desk staff, sharing knowledge and best practice.
• Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
• Contribute to service improvement initiatives and Digital Services projects.
• Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.
  Croydon Health Services NHS Trust provides hospital and community services across Croydon through a range of clinics and specialist centres. Formed in August 2010 from the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust, we employ around 4,100 staff serving a diverse population of over 360,000 people.

Our main site, Croydon University Hospital, is one of the busiest in London. We are also leading the way in delivering more healthcare in community settings and people's homes. Our district nursing teams, Allied Health Professionals and community matrons care for people of all ages across the borough. Like the wider NHS, we are working hard to meet increasing demand. With the right people on board, we continue to innovate and transform our services to provide the highest quality care for local residents. We place strong emphasis on education, training and career development for all staff. If you want to make a real difference, challenge yourself and be part of a Trust that's shaping local healthcare, Croydon Health Services could be the place for you. At Croydon Health Services NHS Trust, we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.