Service Desk Analyst

Job overview

The Band 4 IT Service Desk Analyst plays a key role in delivering high-quality frontline IT support across the Trust. As the first point of contact for technical issues and service requests, the role ensures staff have reliable access to the digital tools and systems needed to provide safe and effective patient care. This includes resolving hardware, software, and access problems, escalating complex issues when required, and contributing to the smooth operation and continual improvement of the IT Service Desk.

Main duties of the job

• To act as the first point of contact for IT Dept. and assist with queries in person, on the phone, via email or Instant messaging, in a manner that can be understood by non-technical or un-skilled users.
• Logging faults from customers onto Service Desk software and providing first time fix resolutions where appropriate and escalating to 2nd and 3rd line support where required.
• Analyse information/problems provided by end users and use of experience and judgment to provide a satisfactory resolution or escalation
• Creation and monitoring of problem cases to help manage known issues/ on going events and provide communication to the trust until a resolution is found
• To provide, training, advice, and fault resolution to users of IT equipment, systems, and networking and Cyber security best practices.
• To perform troubleshooting of faults to identify appropriate course of action.
• To ensure that all support calls and requests are dealt with promptly and effectively in accordance with defined policies and procedures.

Detailed job description and main responsibilities

Please find attached to the vacancy a detailed person specification and job description for further information about this role.