Service Desk Analyst - NHS

Spinwell Global; Norwich; On-site; GBP 18,000 - 25,000; Full time

Job summary

Spinwell is recruiting for a Service Desk Analyst for an excellent opportunity within the public sector, based in Norwich.

The role provides a single point of contact for IT incidents and requests, supporting over 3,000 users and maintaining service levels across Digital Services. You will classify incidents, document details, and liaise with third-party suppliers to resolve issues promptly.

Qualifications

• Experience in a customer service environment with excellent service delivery.
• Working knowledge of Microsoft Office 365.
• Experience in a call centre or service desk environment.

Responsibilities

• Provide a single point of contact for IT incidents and requests.
• Work as interface between business and support teams.
• Support over 3000 customers and 3000 pieces of hardware.
• Record, classify and prioritise incidents in line with SLA.
• Install and configure desktop software and manage user accounts.

Skills

Customer service

MS Office 365

Windows 10/11

Team player

Communication

Education

BTEC or Diploma

Tools

Desktop software

Job description

• Role: Service Desk Analyst x 2
• Contract Length: 3 months
• Location: Norwich
• IR35: Inside
• Pay Rate to Intermediary: Up to £15.75 per hour

Spinwell is recruiting for a Service Desk Analyst for an excellent opportunity within the public sector.

RESPONSIBILITIES OF THE SERVICE DESK ANALYST

• Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
• Work as a part of the Service Desk function by working as an effective interface between the business and support teams
• Supporting over 3000 customers, 3000 technical hardware and providing a first-time fix for approximately 4500 calls a month
• Detecting, recording, classifying, prioritising all IT incidents and tasks
• Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement
• Responsible for maintaining data quality\integrity of the Digital Services call management system
• Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible
• Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services
• Provide technical advice and training for “how to” queries from customers
• Monitoring and tracking incidents, escalating where necessary hieratical or functionally
• Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement
• Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
• Installing and configuring desktop software
• Administering IT accounts and system privileges in accordance with the security policy
• Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
• Responsible for the safe use of IT equipment, software installs, configuration and maintenance
• Other Service Desk activities, as directed, to continuously improve service and strive for best practice
• Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
• Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer
• Presenting a positive image of Digital Services at all times and comply with all Corporate Policy

SKILLS/EXPERIENCE OF THE SERVICE DESK ANALYST

• BTEC, Diploma or equivalent
• Experience working in a customer service environment, providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
• Working knowledge of Microsoft Office 365
• Working knowledge of Microsoft Operating System Windows 10/11
• Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent
• Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customers technical understanding
• Experience of working effectively as a team
• Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
• Able to meet targets under pressure
• Good problem-solving skills
• A logical approach to problem solving and exercising good judgement
• Good attention to detail
• Prioritises and organise workload in accordance with the Service Level Agreement
• Excellent communications skills (verbally and written)
• Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers
• Professional and calm approach at all times, particularly when dealing with difficult situations
• Ability to change communication style to suit the technical audience when explaining complex technical guidance\ resolution
• Good customer relationship management skills, enabling customer confidence and empowerment
• Proven experience working as part of a team
• Self-motivated
• 'Will do/ can do' attitude
• Flexible with working hours where it is demanded by the role
• Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
• Able to communicate effectively using the English language

We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.

Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us