Service Desk Analyst

Job overview

The ICT Service Desk function serves as the support gateway for all information, communication and technology and ICT training for approximately 4000 staff across Trust sites located across Leeds and York boundaries and supporting our wider regional wide services. The ICT Service Desk covers all IT and communication services ranging through software, hardware, network, servers, voice and data. To work within a team and provide first line ICT support services within the Trust using ITIL processes of Incident Management, Service Requests and an understanding of Problem and Change Management. Day to day working with a computerised telephone call handling system to efficiently handle incoming calls to the Service Desk. To ensure that the support provided to customers is consistent, timely, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed at all times.

Main duties of the job

Provide technical support to users, troubleshoot IT issues, manage service requests, and ensure timely resolution.

Detailed job description and main responsibilities

We recruit people based on their values and qualifications (where required) and believe that their lived experience is an advantage, this means that together we are as diverse as the communities we care for. Simply put, when we employ caring people who act with integrity and have the right skills, we can give those with mental health challenges, learning disabilities and neurodiversity high-quality care and support to live fulfilling lives, and make our staff feel purposeful, happy and valued. All our information is available in accessible formats. Please contact the Recruitment team recruitment.lypft@nhs.net Attached to this advert is our candidates guide to values-based recruitment and supporting guidance on how to make a successful application. If you require a reasonable adjustment, please contact the Recruitment Team or see the attached candidate guide to reasonable adjustments. To find out more about the key responsibilities and the specific skills and experience you’ll need, look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the Candidate Guide to Values Based Recruitment. This document provides you with information to help you apply.