Digital Service Desk Analyst

Job overview

We are looking to recruit a Service Desk Analyst into our Digital Service Desk team. You will form part of a team of Analysts who are the 1st point of contact for the resolution of RNOH Digital Services requests and reported incidents. You will play an important part in ensuring that processes, policies and systems are adhered to and followed to maintain an excellent customer service throughout the Digital services.

The role will participate in providing the service desk rota covering the opening hours of the Digital Service Desk which are: 8:30 to 17:00 Monday to Friday. This role may be required cover shifts that start earlier or finish later than these hours.

Please see the Job Description and Person Specification for further details

Main duties of the job

You will contribute to efficient, accurate, and timely logging and resolution of requests and incidents according to SLAs. You will contribute to the identification and escalation of underlying problems. You will have an important part in maintaining this team as a first class customer focused service to the RNOH.

You will be a team player, with excellent communication and customer service skills being essential as you will be liaising with users at all levels. You will have a high level of computer literacy and excellent technical support skills, with Windows 11, Microsoft Teams, Microsoft Office 2024 and Office 365 proficiency being essential. You will be required to support mobile devices and remote access services

Experience of supporting systems and services used by the NHS such as NHSmail and EPIC EHR is highly desirable.

The Service Desk is the first point of contact for customers that may experience problems or have queries relating to RNOH systems and IT hardware which support the delivery of patient care. A passion for Digital Services, excellent customer service skills and positive attitude in all aspects of work is required.

The desktop environment is based mainly on the Microsoft Operating System and Office suite however you will receive awareness training of the clinical and corporate applications for which you will be expected to receive calls from our customers.

Previous experience working within a Service Desk environment is essential.

Detailed job description and main responsibilities