Service Desk Analyst | NHS Counter Fraud Authority

NHS Counter Fraud Authority; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A national health authority is seeking a Service Desk Support professional to manage and resolve IT incidents and requests. This role is based in Canary Wharf, London, with hybrid working arrangements. The ideal candidate will have a strong understanding of IT Service Management principles and provide excellent customer support. Join a diverse team in making a difference within the NHS.

Qualifications

• Knowledge of IT Service Management principles and practices, such as ITIL.
• Experience in first/second line support and customer-focused service delivery.
• Ability to work with outsourced IT providers and liaise with their support teams.

Responsibilities

• Support the Service Desk Manager to deliver innovative ICT services.
• Deliver excellent customer service and incident response.
• Work with key suppliers to support IT practices.

Skills

IT Service Management principles

Incident management

Service request management

Change management

Problem management

Customer-focused service delivery

Strong communication skills

Job description

Overview

The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA’s IT systems. This role will be based at our Canary Wharf, London with 3 days in the office and 2 days working from home. The advertised salary includes High-Cost Area Supplement. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. The NHSCFA does not sponsor skilled worker visas. This role is currently under review and may require Security Clearance level vetting. Interviews will be held online via Teams.

Responsibilities

• Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.
• Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.
• Work with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.
• Use your technical abilities and the NHSCFA knowledgebase to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.
• Collate information from various systems to assist the Technology User Services and Information & Cyber Security Manager in producing management reports.
• Assist with the build and distribution of IT devices and maintain accurate asset records.
• Install and configure application software as required.
• Proactively monitor Technology Team systems and resolve potential issues before they impact end-users.
• Adhere to organisation IT policies, practices and procedures; ensure the smooth running of all aspects of Technology team systems.
• Provide maintenance of IT systems as required and ensure the timely delivery of technical support to staff across the business.

Qualifications and Skills

• Knowledge of IT Service Management principles and practices, such as ITIL.
• Experience with incident, service request, major incident, change and problem management.
• Experience in first/second line support and customer-focused service delivery.
• Ability to work with outsourced IT providers and liaise with their support teams.
• Proactive mindset for monitoring systems and reporting metrics.
• Strong communication skills and the ability to collate information for management reporting.

Additional Information

If you have any questions regarding the role, potential applicants can contact Chris Dunnington at [e-mail] for an informal chat.