Service Desk Analyst Healthcare

3Dnet; Chelmsford; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading health services provider in the UK is urgently seeking two Service Desk Analysts. This crucial role involves providing exceptional support for a large user base across multiple sites. Responsibilities include managing the Service Desk team, handling major incidents, and ensuring service quality. Ideal candidates will have strong customer service skills and experience in IT support. The position offers a competitive salary of £28k–30k+ and follows a hybrid work model with three days in the office.

Qualifications

• Experience in a customer support role, ideally within IT services.
• Ability to manage and escalate operational issues effectively.
• Strong communication skills to handle Major Incident communications.

Responsibilities

• Provide first-class help to all customers.
• Monitor and report on Service Desk trends.
• Line manage Service Desk Analysts and conduct regular performances.

Skills

Customer service

Incident management

Quality assurance

Team management

Statistical reporting

Job description

SERVICE DESK ANALYST x2 - HEALTH CARE - ESSEX

Leading UK health services provider, currently expanding at pace with a reputation for innovation and excellence and a strong values culture. They urgently require x2 talented Service Desk Analysts to help them provide 1st class service in supporting their extensive user base (cx15,000 users across x250 sites).

Your Role Will Involve

• Ensure that all customers are provided with the level of help they require.
• Monitor trends on the Service Desk and provide support to those areas most needed.
• Act as an escalation of operational issues that arise from the IT Service Desk.
• Take ownership of Major Incident communications, acting as the Major Incident Manager.
• Perform Quality checks on Incidents and Request tickets raised by the IT Service Desk Team, to ensure consistency of Service.
• Manage the IT Service Desk Rota system and Holiday request calendar.
• Conduct regular calls/meetings with IT Service Desk personnel.
• Line Manage Service Desk Analysts, carrying out monthly 1to1s and twice annual Appraisals.
• Induct, train and mentor new IT Service Desk Analysts.
• Assist and support the IT Service Desk Manager with process Implementation and continual service improvement.
• Provide weekly and monthly statistical reporting information.
• The main shift is 8:30am-5pm.

Immediate starter.

Salary: £28k-30k+.

Location: Essex - Hybrid x3 Days in office.