Senior Service Support Analyst inLondon / Leeds/ National inLondon / Leeds/ National PUBLISHED
TUE 26 NOV 2024
NHS England r3l7347B
An exciting opportunity has arisen for a Service Desk Support Analyst to join NHS England's Workforce Training and Education, Data & Analytics Team.
To be successful in this role, you will have experience using a service desk and excellent IT skills. You will be confident in working with users and committed to quality and continuous improvement. You will be the first point of contact within the team for investigating and responding to service desk issues and determining the best course of action. Excellent technical and communication skills are needed, as you will provide support and advice to stakeholders through various communication channels. You will also be encouraged to share good working practices with all colleagues.
The post holder will support the work of the Service Manager and the Data Collections and Procurement Lead in the maintenance and management of infrastructure and data, including:
o Triage incoming requests and assign them to the appropriate Service Desk Technicians.
o Escalate urgent requests or those requiring senior approval to the relevant team members.
o Take ownership of routine requests and manage complex ones over time.
o Advise requesters on the appropriate course of action.
o Deliver support within agreed Service Level Agreements.
o Log new Epic Requests for escalation and keep requesters updated.
o Maintain the analytic request log for team and stakeholder access.
o Provide routine administrative support for Data Service applications and users.
o Triage Tableau user queries, assigning them to the appropriate administrator or analyst, and monitor progress.
o Build an understanding of the HEE Tableau infrastructure to support user questions and issues.
o Contribute to the service desk meetings and updates at high level meetings where appropriate
o Provide a responsive, respectful, and helpful service for all managers requesting workforce information.
o Produce clear and detailed training materials for end users (screen shot based and video/screen capture), based on a supplied basic outline, be able to produce user guides.
About us
This advert has an attached Job description and Assignment Brief with information relating to role currently vacant.
SecondmentsApplicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
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