Digital Service Desk Analyst

Would you like to work in an organisation that sits in the top 10 best NHS Mental Health, Learning Disability and Community Services Trust to work for. This ranking is based on staff feedback in the 2023 NHS Staff Survey.

Job overview

You'll also have the opportunity to work on IT projects, enhance your skills through training, and gain exposure to advanced tools and systems. This is a fantastic opportunity for someone passionate about delivering exceptional IT support and growing their career in a trusted NHS environment.

Main duties of the job

Main Duties

What You’ll Do:

• Act as the first point of contact for all IT support requests via phone and ticketing systems.
• Diagnose and resolve incidents and service requests efficiently, aiming for first-contact resolution.
• Escalate complex issues to appropriate specialist teams when necessary.
• Maintain and update the knowledge base to ensure accurate and accessible support information.
• Provide excellent customer service, ensuring user satisfaction and upholding the trust and reputation of the Service Desk.
• Collaborate on IT projects to contribute to team development and improve service delivery.
• Assist in testing and deploying new tools and technologies as required.
• Participate in regular training to build and expand your technical skillset.

What We’re Looking For:

• Strong communication and interpersonal skills with a focus on excellent customer service.
• Problem-solving abilities to diagnose and resolve a variety of technical issues.
• Experience in using ticketing systems to manage and track incidents and service requests.
• Knowledge of Windows operating systems, Office 365, and basic networking principles.
• Ability to prioritise tasks effectively and manage time in a fast-paced environment.

Working for our organisation

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well.

We also provide a wide range of opportunities to help staff develop and progress.

For international travel, both Gatwick and Heathrow airports are nearby.

Please note that we reserve the right to close posts as soon as sufficient applications are received.

We look forward to receiving your application!

Detailed job description and main responsibilities

This role is pivotal in maintaining the high trust and reputation of the IT service while supporting continuous improvement through collaboration on projects, training, and innovation.

Main Responsibilities

Incident and Request Management:

• Serve as the first point of contact for all IT support requests received via phone, email, or ticketing system.
• Accurately log, categorise, and prioritise incidents and service requests following defined processes.
• Diagnose and resolve technical issues at first contact where possible, ensuring minimal disruption to users.
• Escalate unresolved or complex issues to the appropriate 2nd or 3rd line teams while maintaining communication with the user.

Service Excellence:

• Provide outstanding customer service, ensuring users feel supported and valued.
• Keep users informed of progress, timescales, and solutions for their requests or incidents.
• Strive to resolve incidents at first contact to meet or exceed Service Level Agreements (SLAs).

Knowledge Management:

• Update and maintain the knowledge base with accurate and relevant information.
• Use the knowledge base to deliver consistent and efficient resolutions.
• Identify gaps in knowledge articles and collaborate with the team to create new content.

Collaboration and Communication:

• Work closely with the Service Desk Team Leader and Service Delivery Manager to deliver excellent IT support services.
• Collaborate with the wider Service Desk team to share knowledge, resolve issues, and ensure consistent service delivery.
• Contribute to team meetings, sharing ideas and feedback to support service improvements.

Training and Development:

• Participate in regular training sessions to enhance technical knowledge and customer service skills.
• Gain exposure to 3rd line support tools and systems, expanding your technical expertise.
• Stay updated on new technologies and processes to support continuous professional growth.

Project Support:

• Assist with IT projects, such as system upgrades, migrations, and new service implementations.
• Provide input on projects to ensure they meet user needs and operational requirements.
• Support testing and deployment of new tools and applications.

General Duties:

• Ensure all work complies with Trust policies, procedures, and security protocols.
• Support team initiatives to improve service delivery and efficiency.
• Undertake other duties as directed by the Service Desk Team Leader or Service Delivery Manager.

Key Relationships:

• Service Desk Team Leader
• Service Delivery Manager
• Service Desk Team Members
• 2nd and 3rd Line Support Teams
• End Users across Surrey and Borders NHS Trust

This role provides an exciting opportunity to work in a collaborative and dynamic environment, supporting vital IT services for the NHS. Your contributions will play a key role in maintaining trust, improving service delivery, and fostering innovation within the team.

Person specification

Qualifications

• Good standard of Education
• A* - C GCSE in English Language and mathematics or equivalent
• NVQ Level 4

• Working towards additional recognised IT qualifications A+ CompTIA
• ITIL V3/4 qualifications or experience, or similar service management standards.

Knowledge & Experience

• Two years’ experience working in an IT based environment.
• Experience of providing advice to users on system function and best practice.
• Substantial customer liaison experience.
• Aware of service level management and familiar with service delivery economics.
• Demonstrable ability to monitor SLA progress against targets, reporting as necessary and taking action to resolve exceptions.
• Have experience with problem management to manage issues spreading across multiple incidents.
• Ability to work to demanding timescales.
• Ability to record detail accurately.
• Able to document straightforward procedures in a clear and concise manner.
• Excellent telephone and keyboard skills.
• Able to assess, prioritise and allocate service requests with minimum reference to Management.
• Have experience within an operational or customer support service.

• Familiar with SABP, its mission, objectives and culture.
• One year's NHS Experience.
• Knowledge of telecommunications systems particularly within the context of call centers.
• Understanding of NHS environments and systems.

Skills

• Excellent interpersonal and communication skills with all levels and types of staff.
• Able to communicate IT matters to non technical staff effectively.
• Experience of multitask working.
• Proven ability to organise self, prioritise work effectively and to deliver to tight deadlines.
• Able to work under pressure with changing and sometimes conflicting priorities, with limited supervision.
• Able to work flexibly and in partnership with others.
• Capacity for independent working.
• Able to plan, schedule and monitor own work within a limited time horizon, using applicable methods, procedures tools, equipment and standards effectively with only occasional reference to Management .
• Understanding of IT systems including Microsoft Operating Systems, MS Office 365 desktop and on the web, Active Directory, Exchange Online and hardware.
• Demonstratable experience and understanding working with Word, Excel, PowerPoint and other Office 365 applications.
• Familiarity with the features and characteristics of local area networks relevant to installation of hardware and software components.
• Demonstratable experience and understanding of PC hardware, software and associated peripherals.

• Basic understanding of IT networking.
• Has basic understanding / concept of Active Directory, O365
• Understanding of NHS environments and systems / clinical systems.

Abilities

• Advanced Keyboard Skills.
• Reliable under pressure.
• Able to enthuse and motivate others.
• Attention to detail and accuracy.
• Able to quickly learn new applications, analysis and modeling tools.
• Enthusiastic and self-motivated.
• Able to manage indirect exposure to distressing or emotional circumstances on rare occasions.
• Desk based, using a computer.
• Exposure to unpleasant working conditions or hazards will be rare.
• May be required to travel to other sites and venues.

• Full Driving License.

Please note that you are not restricted from applying for this role if you do not identify with these characteristics and all applicants will be considered fairly against the job description.

As a flexible working and friendly organisation, we want to ensure that you can work in a way that is best for us, our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or any other flexible working patterns.

Gender Pay Gap Action

Women in our Trust are under-represented in some senior grades. We are therefore encouraging women to apply for posts at 8A and above.