IT Service Desk Analyst

Job summary

The IT Service Desk Analyst will assist with the seamless and consistent delivery of 1st Line IT services, including critical 999 services, internally to the Trust to agreed Service Level Agreements (SLAs) and technical standards. This is a technical role which requires knowledge of IT applications, assets and architecture.

Main duties of the job

• Provide excellent customer care when dealing with users via telephone, email, video conferencing, instant messaging, and in person.
• Serve as the first point of contact for all IT-related incidents, ensuring updates are provided to users and recorded in the Trust's Service Desk tool.
• Handle first-line requests (password resets, user access/application difficulties, etc.).
• Assign tickets to the relevant person or team within the IT department or pass the user to the appropriate external team. Liaise with external teams for issue handovers.
• Identify and alert staff and management to potential or emerging IT infrastructure or service problems by recognizing trends in repeat or significant incidents.
• Ensure that Service Advisory Notices and announcements are issued and updated when system failures are reported by the wider DDaT teams.
• Complete repair and maintenance of Trust equipment, planning maintenance schedules for office equipment.
• Manage Trust assets, maintain accurate records, and dispose of aged assets appropriately.
• Maintain IT documentation, records, filing systems, and schedules. Regularly review and update Service Desk processes and documentation.
• Ensure all tickets are accurately and consistently triaged, investigated, and updated before escalation.
• Contribute to the IT knowledge base with documentation to support users and IT staff.
• Promote Equality & Diversity and a non-discriminatory culture.
• Identify and address behaviours that undermine Equality and Diversity

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

The role is based in Bristol, a lively yet laid-back city with top class shopping, street food, dynamic events and friendly festivals and excellent national and international transport links.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

In return we will equip you with the skills and resources you need to thrive in your role.

You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.

Benefits

• Competitive NHS salary
• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Generous Pension Scheme
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Staff networks
• Wide range of discounts from various organisations across the UK