Service Desk Analyst

Job overview

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service.

Main duties of the job

Customer service management •    Resolve user requests to a minimum of the agreed service level agreement   •    Empathise with the end user Use customer-focused metrics to achieve a satisfying outcome •    Ownership and initiative •    Own an issue until a new owner has been found or the problem has been mitigated or resolved Service focus •    Show an awareness of different products and services Asset and configuration management •    Track log and correct information to protect assets and components continual service improvement. •    Show an awareness of developing process efficiency and common ways in which processes are optimised. •    Support specific activities to improve development processes. •    Spot or identify obvious deficiencies.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

Detailed job description and main responsibilities

This role is part of the IT Operations, who are responsible for: •    Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users •    As IT subject matter experts, contributing to the design and development of new products and services •    Improving user experience in our systems and processes •    Proactively maintaining our IT service portfolio and reducing technical debt Technical understanding •    Show an awareness of the relevant subject matter and a high-level understanding of what it involves •    User focus •    Show an awareness or understanding of user experience analysis and its principles •    Explain the purpose of user stories and the focus on user needs Other Duties •    Participate in the on-call service •    Occasional work may be required outside of core business hours to support major projects/programs •    All other reasonable requests