Service Desk Analyst

Job summary

Join Our Dynamic Digital Services Team as a Service Desk Analyst!

Are you passionate about IT support and thrive in a fast-paced environment? We're looking for a proactive and professional Service Desk Analyst to be the first point of contact for our Digital Services Department. In this vital role, you'll be part of a dynamic team committed to delivering outstanding 1st line support with efficiency, empathy, and precision.

Working closely with the Service Desk Manager, you'll help ensure our IT support services are delivered seamlessly and within agreed Service Level Agreements. You'll be responsible for logging, updating, and escalating IT-related issues using our service desk software, keeping everything running smoothly behind the scenes.

This role requires someone who can work independently, but who also knows when to escalate and collaborate with management. You'll need to stay calm under pressure--especially when supporting clinical staff in urgent situations--and maintain a solutions-focused approach at all times.

If you're tech-savvy, level-headed under pressure, and ready to make a real impact in a healthcare setting, we want to hear from you!

Main duties of the job

Proving MSE Site-Wide support at a 1st line level for all Trust supported systems and equipment, including logging the issue, fault finding and implementing a resolution where possible using remote control technologies such as RDP and Microsoft Remote Assistance.

Having a broad understanding of all IT support services.

Logging requests or assisting users to log their own requests ensuring that the minimum data set required for any given request is met. The Enterprise Service Management (ESM) System will provide a framework and structure for this information, but it is important for the Service Desk Analyst to use their own initiative when placing requests.

Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the life-cycle of the request. The incumbent will be expected to convey complex technical information to members of staff in a non-technical fashion.

Responsible for the creation of user accounts and associated mailboxes, system level access and Active Directory management. A strict process for Joiners, Movers and Leavers must be followed to ensure access rights for end users are current and appropriate to their role within the organisation. A crucial part of this process is to ensure that requests have been approved by the correct level of authorised manager where implied consent is not applicable.

About us

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.