Digital Service Desk Analyst

Job summary

Main duties of the job

To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust.

To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels.

To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.

Key Requirements

• To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.
• To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management.
• To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely.
• Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust.

Job responsibilities

We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers,home electronics schemes, working carers support, carer-friendly policies, and more. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.