Interview for Service Desk Analyst (XN03) - Discover Great Care Jobs and Jobs In Care Today

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Service Desk Analyst (XN03) • Leeds
Leeds Teaching Hospitals

Thank you for your interest in the position of Service Desk Analyst (XN03) in Leeds with Leeds Teaching Hospitals.

This is a video practice interview and we use your computer's webcam & microphone device's camera phone's camera to record your answers.

We record your answers one at a time. The whole thing should take you less than five minutes.

Interview Progress What to expect Continue below

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First, we'll enable your camera & microphone and then ask you to record a short introduction about yourself, about 30 seconds long, to make sure your camera is working ok.

Then, we'll ask you to answer one or more questions of your choice from the list below:

1. Can you tell us about your previous experience in a service desk or IT support role? What were your main responsibilities? Can you tell us about your previous experience in a service desk or IT support role? What were your main responsibilities?

2. What experience do you have working within an NHS environment, or with healthcare IT systems? What experience do you have working within an NHS environment, or with healthcare IT systems?

3. How do you keep your IT knowledge up to date? What resources do you use? How do you keep your IT knowledge up to date? What resources do you use?

4. Can you explain what ITIL is and why it is important for a Service Desk role? Can you explain what ITIL is and why it is important for a Service Desk role?

5. Describe an example of a complex IT issue you successfully resolved. How did you approach it? Describe an example of a complex IT issue you successfully resolved. How did you approach it?

6. What tools or software have you used in previous roles to manage service desk support requests? What tools or software have you used in previous roles to manage service desk support requests?

7. Can you provide an instance where you dealt with a difficult customer? How did you handle the situation? Can you provide an instance where you dealt with a difficult customer? How did you handle the situation?

8. How do you ensure effective communication with users who may not have a strong background in IT? How do you ensure effective communication with users who may not have a strong background in IT?

9. In your opinion, what qualities are essential for providing excellent customer service in a service desk environment? In your opinion, what qualities are essential for providing excellent customer service in a service desk environment?

10. How would you prioritise multiple IT issues or requests that come in simultaneously? How would you prioritise multiple IT issues or requests that come in simultaneously?

11. Can you describe a time when you had to work under pressure? How did you manage your workload? Can you describe a time when you had to work under pressure? How did you manage your workload?

12. Describe your experience working in a team. How do you contribute to a positive team environment? Describe your experience working in a team. How do you contribute to a positive team environment?

13. How would you support the Service Desk Manager and Senior Service Desk Analyst in their tasks? How would you support the Service Desk Manager and Senior Service Desk Analyst in their tasks?

14. What steps would you take if you didn’t know the answer to a technical issue at first? What steps would you take if you didn’t know the answer to a technical issue at first?

15. How familiar are you with NHS processes and systems, and how do they impact your work as a Service Desk Analyst? How familiar are you with NHS processes and systems, and how do they impact your work as a Service Desk Analyst?

16. What motivates you to work in IT support, particularly in the healthcare sector? What motivates you to work in IT support, particularly in the healthcare sector?

17. Where do you see yourself in your career over the next few years, and how does this role align with your aspirations? Where do you see yourself in your career over the next few years, and how does this role align with your aspirations?

18. What do you believe are the key challenges faced by a Service Desk team within an NHS Trust? What do you believe are the key challenges faced by a Service Desk team within an NHS Trust?

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2. What experience do you have working within an NHS environment, or with healthcare IT systems?

queRbXhp General Background and Experience

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Interview Summary
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Role: Service Desk Analyst (XN03) in Leeds

Interviewed on Saturday 29 March 2025 at 13:21.

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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nService Desk Analyst (XN03) with Leeds Teaching Hospitals in Leeds\n\n Expected Shortlisting Date 28/02/2025 Planned Interview Date 10/03/2025 Are you ready to use your customer service skills and IT knowledge in a way that makes a positive impact on peoples lives? If so, we have a fantastic opportunity to become a member of our Service Desk team within the Leeds Teaching Hospitals NHS Trust. Reporting to the Service Desk Team Leader your role will be supporting the operational output of the Service Desk team, including supporting LTHT colleagues with their IT issues and requests. In return, we can offer you a varied, interesting, and challenging role working as part of a fantastic team and offering all the support you need to learn at pace and achieve your career ambitions. The Service Desk Analyst will be core a member of the busy Service Desk team. They will use their IT knowledge and skills to speak with users and aid them in resolving their IT Issues and Requests at the first point of contact. The role requires strong communication skills, written and verbal, with a minimum basic understanding of IT in an operational environment. This skillset empowers the employee in the role to fully complete duties as a first level analyst. The role requires the staff member has a good understanding of NHS processes and systems as well as a strong understanding of ITIL and how a Service Desk should run within an efficient operational model. The role is heavily customer service based so previous experience is necessary. The role may support the Service Desk Manager and Senior Service Desk Analyst in some high-level tasks and overall running of the team. This role is a key stakeholder in ensuring that the medical professionals within the trust have the correct access and equipment, in full working order, to enable them to treat patients efficiently and effectively. About us Please see supporting documents for full Job Description with further information on requirements of the role, the department and workflows and full person specification. "}