Senior Service Desk Analyst
Job summary
The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.S/he will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focussed IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Main duties of the job
Service Delivery and Operations:The post holders will provide single point of contact call handling for the IT Service Desk
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description
Job responsibilities
The post holder will be responsible for logging and resolving calls on the Trusts IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.S/he will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focussed IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Person Specification
Experience
- Years Experience
- Skills
Experience
- Years Experience
- Skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.
Employer details
Employer name
East London NHS Foundation Trust
Address
The Green 1 Roger Dowley Court
Russia Lane
London
E2 9NJ
Employer's website
https://www.elft.nhs.uk/