Service Desk Analyst inNewcastle Upon Tyne inNewcastle Upon Tyne PUBLISHED
WED 18 DEC 2024
Health Research Authority r5V1NFfZ
Successful candidates will demonstrate strong problem-solving skills, effective communication, and the ability to work as part of a collaborative team. The HRA Digital Directorate focuses on building and supporting complex health and care research systems, and the Service Desk Analyst will play a critical role in enhancing service delivery and user satisfaction throughout this transformation period.
This role will be part of the HRA Digital team, responsible for supporting users of the HRA's portfolio of national information systems for health research, this includes IRAS and HARP.
The Service Desk Analyst will be part of a team working within the HRA Digital Directorate supporting the transition from an outsourced support provision to an in-house solution, working closely with the legacy support team to ensure a smooth transition.
- Key elements of this role will include:Providing first line technical support to investigate and resolve incidents and service requests from users, via a variety of channels, relating to the HRA national information systems in line with our KPIs.
- Maintaining an excellent relationship with the user even in challenging situations.
- Co-ordinating resolution of issues with partners, suppliers and 2nd and 3rd line application support on IRAS application, managing the relationship with the user and ensuring they are kept informed.
- Keeping accurate records using a variety of IT service management tools.
- Providing reports on performance, e.g. against KPIs, to support the governance and continual improvement of services.
- Working with the test team to support User Acceptance Testing and adapt our processes, procedures and tools as new functionality goes live.
- Working with other members of the HRA Digital Directorate to ensure our service are continually improving and adapting to meet changing user requirements.
This role will require the post holder demonstrate and exercise a wide range of skills such as problem solving, good levels of communication and teamwork.
About us
This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRAs portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
- We currently do not accept applications via recruitment agencies.
- We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
- Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on theinformation in your application form. CVs will not be considered.
- The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
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