IM&T Service Desk Analyst inSouth Shields inSouth Shields PUBLISHED MON 16 DEC 2024

We are looking for highly motivated and capable individuals to join our team as Service Desk Analysts.

The team provides 1st line support as our first point of contact for users via telephone, email and self-service portal, therefore strong communication skills and excellent customer service are essential.

We are a fast-paced department so the ideal candidate needs to be confident, be a fast learner and have the ability to work under pressure. You will need to be able to communicate well and work as part of a larger team, but also have the ability to work alone.

We are looking for team players with a confident telephone manner, excellent customer service skills, and the ability to deliver a high quality customer-focused professional service. The post holder will be required to meet objectives within a timely manner and within service level agreements. The successful candidate requires a calm nature and the ability to work under pressure, in order to efficiently handle peaks in demands.

The post holder will be expected to receive and accurately log service desk calls; providing initial troubleshooting and resolution of calls, referring more complex issues to support teams. The service desk analysts are expected to take an active role within the team and contribute to our strong support network. Previous experience of working on a Service Desk and using service management tools would be desirable but not essential.

About us

To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:

Ensuring a prompt and efficient response to requests

Fulfilling requests and resolving issues quickly and efficiently

Maintaining good communication at all times

Maintaining excellent customer service skills

Maintaining a good level of technical knowledge

To contribute to the Trusts service to patients by:

Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care

Minimise disruption to staff due to IT equipment or system failures by providing an efficient and effective support service

Undertaking the installation, configuration and deployment of IT equipment and software

Maintain accurate and timely IT service management and asset records as well as undertaking asset audit where required

Respond to and fulfil users service requests submitted via the IT Service Desk and report back on progress and resolution

Provide advice where possible to enable users to resolve their own problems

Call on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate

To ensure the delivery of a high quality customer focused service to users of ICT facilities, through the efficient maintenance and deployment of IT Equipment, systems and applications.

To contribute to the operation of an efficient and effective First Line support service by staffing the IM&T Service Desk.

To contribute to the operation of an efficient and effective Second Line support service by providing occasional cover as required.

Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.

PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.

Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visit Gov.UK for further information.