London Ambulance Service NHS Trust r0cZw255
The IM&T Support Analyst position at the London Ambulance Service NHS Trust serves as the first point of contact for users regarding IT incidents and requests. This role involves receiving, recording, and triaging issues through various communication channels, as well as supporting IT activities such as Change and Service Level Management. The analyst is expected to assess incidents and coordinate initial resolutions, demonstrating both technical competence and excellent customer service skills, particularly in a call center environment, while maintaining professionalism with diverse customers.
The IM&T Service Desk acts as the first point of contact between IM&T technical teams and the Trust user base. The primary purpose of this post is to receive, record and triage reported incidents and requests via telephone, email or other means.
The Service Desk is also an interface for other IT activities such as Change, Problem, Service Level and IT Service Continuity Management.
- The IM&T Support Analyst provides the initial assessment of all incidents or requests, making or coordinating the first attempts at resolution
- Whilst being technically competent the Support Analyst must equally have a strong customer service focus, with the ability to work professionally in a call centre environment, remaining calm and professional with difficult and/or technically inexperienced customers.
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For further details of the job description and main responsibilities, please see attached job description.
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The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...
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