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Service Desk Analyst with NHS Counter Fraud Authority in Newcastle Upon Tyne
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website. Candidate will take part in IT User Services Support & wider business and communities to ensure the ongoing availability of vital IT systems & services ensure the success of the function via: Record triage and manage incidents requests raised by NHSCFA/NHS community, Provide tech support and 1st contact fix/escalation to relevant groups. Provide user access management for multiple applications. Support improvements to enhance services assist various ISO audits/Pharmacy Reward schemes. Be involved in evolution of key IT Service Management practices through participation in regular meetings and proactive engagement with the wider team and organisation with a constant focus on enhancing our service provision. Potential applicants can contact Chris Dunnington at chris.dunnington@nhscfa.gov.uk for an informal chat if you have any questions regarding the role. We are looking for someone to join us on a fixed term contract for up to the 30th of September 2025. We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications. Interviews will be held week commencing 10th February 2025. The NHS Counter Fraud Authority is a Special Health Authority responsible all for matters relating to the prevention, detection and investigation of economic crime across the NHS. Aligned to the DHSC Counter Fraud strategy, NHSCFA acts as the principal lead for the NHS and wider health group in counter fraud intelligence work. The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA's IT systems. To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. They will often liaise and work with the outsourced IT provider's support teams in providing this service. The post-holder will work within the NHSCFA Technology User Services team to monitor and proactively manage systems as well as resolving 2nd line support issues. About us Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services. Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks. Working with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required. Using your technical abilities and the NHSCFA knowledgebase, to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users. Collating information from various systems to assist the Technology User Services and Information & Cyber Security Managers in producing management reports. Please see full Job Description and Person Specification.