Digital Service Desk Analyst
NHS Jobs Leatherhead
Job Purpose:As a Service Desk Analyst, you will provide first-line IT support to users across Surrey and Borders NHS Trust. You will work closely with the Service Desk Team Leader, Service Delivery Manager, and the wider Service Desk team to ensure incidents and service requests are resolved promptly and efficiently.
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.
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.
Surrey and Borders Partnership NHS Foundation TrustLeatherhead
As a Service Desk Analyst at Surrey and Borders NHS Trust, you will be the first point of contact for IT support, providing prompt and effective assistance to users. Your role involves resolving incidents and service requests, maintaining an up-to-date...
Islington CouncilLondon, 18 mi from Leatherhead
About The Role
Islington's Digital Services department is looking for a committed Service Desk Analyst.
The key role of a Service Desk Analyst is to provide first line support and offer problem resolution to internal customers, assisting them...
London, 18 mi from Leatherhead
Service Desk Analyst
Location: London
Hybrid Working
Salary: £30,000 per annum
Annual Leave: 30 days + Bank Holidays
Working Hours: 35 hours per week
Pension Contribution: Up to 10%
No sponsorship available.
My client of 6+ years is hiring...