Service Desk Analyst: IT Support & SLA Specialist

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

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