Senior Service Desk Analyst

Job overview

We are seeking a highly motivated and experienced Senior Digital Analyst to support the delivery of high quality Digital Services across the Trust. As a senior member of the Service Desk team, you will play a key role in ensuring the effective operation of Digital support services, managing major incidents, driving service improvements, and supporting the Trust's IT Service Management (ITSM) processes.

You will also support the development of Service Desk staff through mentoring and knowledge sharing, while promoting self-service, automation, and continual service improvement initiatives.

This is an excellent opportunity for an experienced IT professional with strong customer service, technical troubleshooting, and ITSM experience.

We ask candidates not to use generative AI tools, such as ChatGPT or Microsoft Copilot, to generate responses on their behalf. AI-generated answers can make it difficult for the recruiting panel to understand your individual experience, knowledge and suitability for the role.

You may use technology to assist with spelling, grammar and accessibility, but the examples, evidence and content you provide should be your own and should accurately reflect your personal experience.

Main duties of the job

• Act as a senior escalation point for complex incidents, service requests, and major incidents.
• Support the day-to-day operation and continuous improvement of the Service Desk.
• Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it continues to meet operational and service delivery requirements, supports business processes, and delivers an effective user experience across Digital Services.
• Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
• Monitor service performance, reporting on KPIs and identifying improvement opportunities.
• Promote self-service, automation, and knowledge management to improve user experience and efficiency.
• Support the implementation and transition of new digital services into business-as-usual support.
• Mentor and support Service Desk staff, sharing knowledge and best practice.
• Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
• Contribute to service improvement initiatives and Digital Services projects.
• Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.

Detailed job description and main responsibilities

**** Please see the attached Job Description and Person Specification which contains more information about the role.******