Senior Service Desk Analyst

Job summary

To provide a single point of contact for Trust computer users experiencing problems or seeking advice on computer related issues. Liaises with IT Department staff in the allocation of incoming Helpdesk calls and in the communication of the status of outstanding calls to the end user.

To record all calls on the IT Service system, offering assistance to callers, and where appropriate and acting on their own initiative , offering short term or permanent solutions and fixes to technical problems.

Main duties of the job

1. To provide an efficient high quality IT service desk service to the users of the Trust's computer systems.

2. Provide telephone support and expert advice to IT Users within the Trust. This support encompasses both PC, network hardware and software ( MS Office products, Citrix, MS Operating Systems, clinical and non-clinical administrative systems etc ).

3. To receive incoming calls to the Trust IT Service desk in a timely and courteous manner, and to record details of the call on the IT/Informatics Department Service desk system.

4. To provide immediate help and advice on the telephone, where appropriate and using own initiative. Where this is not possible to allocate the call to a suitable team within the Department.

5. To assist in managing outstanding Service desk calls by contacting users and either updating the call with latest position or helping to resolve the call if possible.

6. May be required to deliver and install IT equipment.

7. To provide support to the wider team in the provision of a high quality support service, including assistance in clerical and data entry tasks where required.

8. To perform daily routine checks on service availability, and to record and report any exceptions to the IT Service Support Manager and/or team lead. .

9. To prioritise all incoming work on a daily basis, including managing conflicting demands and responding quickly and appropriately to urgent/important issues.

About us

Sandwell and West Birmingham NHS Trust (SWB) serves Birmingham and the Black Country - one of the country's most culturally diverse areas. It's a friendly and welcoming place - a place where you can belong, and a place where you can grow.

We care for our patients, we care about our population, and we care about our people.

Our values - Ambition, Respect and Compassion - are at the heart of who we are. They guide us every step of the way; how we work with each other, and how we look after our patients and their families; how we respect and value the rich diversity of our team and our community.

Our Trust has always aspired to be more than a hospital, more than a healthcare provider. Our purpose is to "Improve the Life Chances and Health Outcomes of our Population." It is what inspires, drives, and unites us every day. It's what makes us unique.

We want working at SWB to feel like more than just a job. We want our Trust to be a place where you can feel you belong. A place where you feel happy, safe, and rewarded. A place where you can develop your career in whatever way you choose. When we say we're 'with you all the way' we want you to know that we mean it. Visit the SWB website to find out more about our ambitions and people plans.