Service Desk Analyst (XN03)

Integrated Care System; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare organization in Leeds seeks a Service Desk Analyst to support IT issues for their operational team. Candidates should possess strong communication skills and prior customer service experience. Key responsibilities include resolving IT problems at first contact and assisting with team operations. A strong understanding of NHS processes and basic IT knowledge is required.

Qualifications

• Previous customer service experience required.
• Basic IT experience in a relevant discipline needed.
• Service Desk experience preferred.

Responsibilities

• Aid users in resolving their IT issues at the first point of contact.
• Support operational output of the Service Desk team.
• Assist Service Desk Manager and Senior Analyst in high-level tasks.

Skills

Time-keeping

Task prioritisation

Communication skills (verbal, listening and literature)

Trust

Followership

Ticket system knowledge

Process management

Knowledge and information management

Willingness to learn

Education

GCSEs in Mathematics and English at grade C or above (4 or above)

IT qualifications or courses (i.e ITILv4)

Job description

Areyou ready to use your customer service skills and IT knowledge in a way thatmakes a positive impact on peoples lives? If so, we have a fantasticopportunity to become a member of our Service Desk team within the LeedsTeaching Hospitals NHS Trust.

Reportingto the Service Desk Team Leader your role will be supporting the operationaloutput of the Service Desk team, including supporting LTHT colleagues withtheir IT issues and requests.

Inreturn, we can offer you a varied, interesting, and challenging role workingas part of a fantastic team and offering all the support you need to learn atpace and achieve your career ambitions.

Main duties of the job

TheService Desk Analyst will be a core member of the busy Service Desk team.They will use their IT knowledge and skills to speak with users and aid themin resolving their IT Issues and Requests at the first point of contact. Therole requires strong communication skills, written and verbal, with a minimumbasic understanding of IT in an operational environment. This skillsetempowers the employee in the role to fully complete duties as a first levelanalyst.

Therole requires the staff member has a good understanding of NHS processes andsystems as well as a strong understanding of ITIL and how a Service Deskshould run within an efficient operational model.

Therole is heavily customer service based so previous experience is necessary.

Therole may support the Service Desk Manager and Senior Service Desk Analyst insome high-level tasks and overall running of the team.

Thisrole is a key stakeholder in ensuring that the medical professionals withinthe trust have the correct access and equipment, in full working order, toenable them to treat patients efficiently and effectively.

About us

DITat LTHT is a highly motivated and inclusive place to work. We hold our LeedsWay Values in high esteem and respect all colleagues. Within the trust we arealways looking to improve and give the best service possible, and we arelooking for individuals with the same drive to join us.

DITlook after the Trusts information technology, responsible for delivering andembedding the latest digital innovations, finding the right hardware andsoftware to meet business needs, turning information into insight andeverything in between. Its an exciting time to join us, as we offer variedand rewarding opportunities.

Wedlove to consider your application if you want to be a part of deliveringoperational services that allow patients to be treated effectively acrossLeeds.

Pleasenote that if you are applying for a fixed term position, should funding beavailable to support there may be a possibility of the position becomingpermanent.

LeedsTeaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you do experience a delay in theshortlisting stage of the recruitment cycle, please bear with us while thisprocess is completed, and contact the named contact if you have anyquestions.

Job responsibilities

Pleasesee supporting documents for full Job Description with further information onrequirements of the role, the department and workflows and full personspecification.

Person Specification

Qualifications

• GCSEs in Mathematics and English at grade C or above (4 or above)
• IT qualifications or courses (i.e ITILv4)

Experience

• Customer Service Experience
• Basic IT experience in a relevant discipline
• Service Desk Experience

Skills & behaviours

• Time-keeping
• Task prioritisation
• Communication skills (verbal, listening and literature)
• Trust
• Followership
• Ticket system knowledge
• Process management
• Knowledge and information management
• Willingness to learn

Skills & behaviours

• Time-keeping
• Task prioritisation
• Communication skills (verbal, listening and literature)
• Trust
• Followership
• Ticket system knowledge
• Process management
• Knowledge and information management
• Willingness to learn

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.