Service Desk Analyst

Job summary

The role is first / second line IT support, and you will log incidents, agree priorities and utilise remote support to resolve up to 80% of issues at point of contact. You will be involved in many aspects of the DDTS service provided to our customers and respond to contacts via phone, self-service and email working within defined service level agreements. You will have a passion for providing excellent customer service, keeping the customer up to date with status and progress, as well as escalating and liaising with other service providers for incidents requiring specialist help.

Main duties of the job

In this role your responsibilities will include: -

• Providing front-line support for national IT systems and services to all our customers in NHSBT.
• To minimise the adverse effect of incidents by ensuring that normal service is restored in an effective and timely manner, and within defined service level agreements.
• To take ownership of all Service Requests, ensuring that they are recorded accurately, and that via utilisation of the knowledge base appropriate resources are applied, and will be responsible for handling requests throughout the incident management lifecycle within agreed SLA & KPI timescales.
• Escalation and liaison with other service providers for incidents requiring specialist help.
• Understanding and utilising remote support and management tools to assist in ongoing management and resolution of incidents.
• To contribute to the expansion and maintenance of the knowledge base
• Maximising customer satisfaction at every interaction and resolve as many incidents at First Contact as possible.

You will be required to work within a shift pattern covering current core service hours of 8am to 5pm Mon-Fri.

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need. Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever. You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.