Job summary
- Main area
- .
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 199-NN-6936447-FM-MT-Z
- Employer
- Croydon Health Services NHS Trust
- Employer type
- NHS
- Site
- Croydon Health Service NHS Trust
- Town
- MS Teams
- Salary
- £31,081 - £33,665 pa pro rata incl HCAS (outer)
- Salary period
- Yearly
- Closing
- 11/03/2025 23:59
Employer heading
Service Desk Analyst
Band 4
*The pay scales advertised have been confirmed by NHS England, we are awaiting confirmation of when these will be reflected. The new scales can be found here: Pay scales for 2024/25 | NHS Employers
Job overview
The Service Desk are the first point of contact to provide support to users of Digital systems and services in the organisation including receiving and resolving requests for support, providing technical fault diagnosis, advice and guidance. The Service Desk Analysts log and manage problem calls relating to server, network, clinical systems and related interfaces.
Main duties of the job
Service Desk Analyst
Band 4, Full Time, Permanent
Croydon Health Services are looking for an enthusiastic Service Desk Analyst to work with its proactive Digital Service Desk based at Croydon Hospital. The Service Desk is a fast-paced environment with a great opportunity to develop and enhance your IT skills.
The Digital Service Desk are responsible in providing first line IT support to over 5,000 users across our 2 Hospital sites and multiple community sites.
The successful applicant will provide a single point of contact for all stakeholders in relation to IT issues and incidents by phone, portal and emails, must have excellent customer service, technical and business awareness, emotional intelligence, good prioritisation skills, ability to use support tools, awareness of relevant processes and procedures. You will be required to work both as part of the team and as an individual. You must also communicate and support users at all levels within the business, including other members of the Trusts Digital team and liaising with external systems suppliers. This role is office based only.
Interview Date - 18th March 2025
Working for our organisation
Working for a fast paced busy Service Desk team reporting to Senior Service Desk Analysts in a team of 4 other Service Desk Analysts.
Ensuring the team meets it's 80% target of portal tickets and promoting this to all staff when taking incoming calls.
Resolving 1st time fixes over the phone for urgent / high priority issues meeting the Service Desk KPI's for answered calls with an average time of 5 minutes per call.
Detailed job description and main responsibilities
- To assist the Senior Service Desk Analyst in the administration of all departmental functions
- Answer Service Desk telephone calls promptly and professionally, recording all new incidents using the minimum data set and updating existing incident records with any new information received
- Categorise and prioritise incidents and service requests ensuring all issues are resolved within the department’s Service Level Agreements (SLA)
- To provide first line support, resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this
- To assign unresolved incidents to the appropriate specialist teams
- Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible
- Record appropriate resolution details, ensuring the user is satisfied with the resolution and the service provided before closing the record
- Perform active directory administration duties, including password resets and adding users to groups
- Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets
- Cover the Registration Agent function from time to time, unlocking smartcards and other duties as required
- Support all Trust mobile phones incidents and service requests
- To initiate the appropriate IT escalation process and ensure the Senior Service Desk Analysts are updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email
- To maintain and update Databases relevant to the department
- To initiate procedures to contact off-site support and progress 3rd Party calls to completion
- To enter and update Trust IT Equipment on the Service Desk computerised purchasing and Inventory system and process equipment requests in line with the local policy
- Provide guidance and training to new starters or less experienced Service Desk staff
- To document as standard operating procedures and ensure current practice is reflective all procedures and practices used within the helpdesk
- Undertake any additional duties that may be defined by the IT Service Management Team
Person specification
Previous experience
Essential criteria
- Customer service experience >Experience in supporting users in an IT service environment >Experience of supporting IT applications in a large complex organisation > Experience of delivering results to 3rd parties
Desirable criteria
- Experience of IT Clinical applications or equivalent
Education Qualification
Essential criteria
- Educated to degree level or equivalent experience
Desirable criteria
- ITIL foundation course
Skills/ Knowledge/ Ability
Essential criteria
- • Good knowledge of Microsoft products and operating systems • Good knowledge of computer systems/hardware/software • Good documentation skills • Able to prioritise workloads and resource them in response to changing demands and requirements • A high level of communication skills and ability to explain technical issues to a non-technical audience • Ability to manage user expectations and troubleshoot when required • Ability to empathise with application users when problems occur • Ability to work on own initiative and also effectively as part of a team • Good understanding of confidentiality, the data protection act and data protection issues • Able to deal confidently with 3rd party suppliers and build effective working relationships • Enthusiasm, commitment, self-motivation and a willingness to work flexibly. • Competent user of Service Desk applications. • Ability to work under extreme pressure
Desirable criteria
- A good knowledge of complex applications (e.g. Patient Administration and Clinical systems) preferably gained in a complex health care environment.
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Lucy Hallam
- Job title
- Digital Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 020 8401 3579
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