IT Service Desk Analyst

Job overview

The IT Service Desk Analyst will assist with the seamless and consistent delivery of 1st Line IT services, including critical 999 services, internally to the Trust to agreed Service Level Agreements (SLAs) and technical standards. This is a technical role which requires knowledge of IT applications, assets and architecture.

Main duties of the job

• Provide excellent customer care when dealing with users via telephone, email, video conferencing, instant messaging, and in person.
• Serve as the first point of contact for all IT-related incidents, ensuring updates are provided to users and recorded in the Trust's Service Desk tool.
• Handle first-line requests (password resets, user access/application difficulties, etc.).
• Assign tickets to the relevant person or team within the IT department or pass the user to the appropriate external team. Liaise with external teams for issue handovers.
• Identify and alert staff and management to potential or emerging IT infrastructure or service problems by recognizing trends in repeat or significant incidents.
• Ensure that Service Advisory Notices and announcements are issued and updated when system failures are reported by the wider DDaT teams.
• Complete repair and maintenance of Trust equipment, planning maintenance schedules for office equipment.
• Manage Trust assets, maintain accurate records, and dispose of aged assets appropriately.
• Maintain IT documentation, records, filing systems, and schedules. Regularly review and update Service Desk processes and documentation.
• Ensure all tickets are accurately and consistently triaged, investigated, and updated before escalation.
• Contribute to the IT knowledge base with documentation to support users and IT staff.
• Promote Equality & Diversity and a non-discriminatory culture.
• Identify and address behaviours that undermine Equality and Diversity

Detailed job description and main responsibilities

For further information about this role please see the attached job description and person specification.