The Service Desk is the first point of contact to provide support to users of Digital systems and services in the organisation including receiving and resolving requests for support, providing technical fault diagnosis, advice and guidance. The Service Desk Analysts log and manage problem calls relating to server, network, clinical systems and related interfaces.
Service Desk Analyst
Band 4, Full Time, Permanent
Croydon Health Services are looking for an enthusiastic Service Desk Analyst to work with its proactive Digital Service Desk based at Croydon Hospital. The Service Desk is a fast-paced environment with a great opportunity to develop and enhance your IT skills. The Digital Service Desk is responsible for providing first line IT support to over 5,000 users across our 2 Hospital sites and multiple community sites.
The successful applicant will provide a single point of contact for all stakeholders in relation to IT issues and incidents by phone, portal and emails. You must have excellent customer service, technical and business awareness, emotional intelligence, good prioritisation skills, ability to use support tools, and awareness of relevant processes and procedures. You will be required to work both as part of the team and as an individual. You must also communicate and support users at all levels within the business, including other members of the Trust's Digital team and liaising with external systems suppliers. This role is office based only.
Interview Date - 18th March 2025
Working for a fast-paced busy Service Desk team reporting to Senior Service Desk Analysts in a team of 4 other Service Desk Analysts.
Ensuring the team meets its 80% target of portal tickets and promoting this to all staff when taking incoming calls.
Resolving 1st time fixes over the phone for urgent/high priority issues meeting the Service Desk KPI's for answered calls with an average time of 5 minutes per call.
1. To assist the Senior Service Desk Analyst in the administration of all departmental functions
2. Answer Service Desk telephone calls promptly and professionally, recording all new incidents using the minimum data set and updating existing incident records with any new information received
3. Categorise and prioritise incidents and service requests ensuring all issues are resolved within the department’s Service Level Agreements (SLA)
4. To provide first line support, resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this
5. To assign unresolved incidents to the appropriate specialist teams
6. Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible
7. Record appropriate resolution details, ensuring the user is satisfied with the resolution and the service provided before closing the record
8. Perform active directory administration duties, including password resets and adding users to groups
9. Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets
10. Cover the Registration Agent function from time to time, unlocking smartcards and other duties as required
11. Support all Trust mobile phones incidents and service requests
12. To initiate the appropriate IT escalation process and ensure the Senior Service Desk Analysts are updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email
13. To maintain and update Databases relevant to the department
14. To initiate procedures to contact off-site support and progress 3rd Party calls to completion
15. To enter and update Trust IT Equipment on the Service Desk computerised purchasing and Inventory system and process equipment requests in line with the local policy
16. Provide guidance and training to new starters or less experienced Service Desk staff
17. To document as standard operating procedures and ensure current practice is reflective of all procedures and practices used within the helpdesk
18. Undertake any additional duties that may be defined by the IT Service Management Team
This advert closes on Tuesday 11 Mar 2025.
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