Senior Service Desk Analyst

4 days ago

London, United Kingdom Networkers Full time

**Senior Service Desk Technician - Initial 3 months - £180p/d inside IR35 - REMOTE**

The**Senior Service Desk Technician** role sits within the ICT Operational team.?This team concentrates?day to day operational aspects of the customer facing service desk environment including?resolving?service user incidents and requests.

NEL will deliver a step change in commercial capability for Clinical Commissioning Groups, including; Clinical Commissioning Groups, General Practices, other primary care customers, Community Providers, other customers such as the NHS Commissioning Boardraising the standard of commercial knowledge at all levels, ensuring the appropriate support and structures are in place to deliver efficient, innovative and responsive care for patients and value for money and collaborative working through shared resources
This role is part of the Technical Services team. This team concentrates on the provision of ICT Service Desk functions to all agreed ICT customers.

- **Job Purpose**:

- To provide customers with a high standard of service and quality for service desk interactions across ICT.
- Provide high quality, service, initiative and administrative support including information and analysis.
- The post holder will undertake reporting and analysis of information to support delivery.
- The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.
- The post holder will be responsible for the training and development of service desk analysts where appropriate.
- The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
- The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
- To undertake service desk duties as required.
- To work across all NEL and NEL customer sites as required.
- To support the desktop environment in GP IT Practices/Corporate Sites/ Community Health sites and any other customer base. The jobholder may contribute to all or some of the above depending on specific skillsets.

To provide quick and efficient fixes from less experienced service desk analysts.

This role may be office and/or non office based.
- To work to ITiL methodologies and may be required to undertake work relating to the Operational responsibilities within an ITiL methodology relating to:

- 3rd level support
- Service request fulfilment
- Access management

The list below is a sample and not exhaustive of the systems and services that that this role will support and the time spent on supporting each system may vary according to business needs:

- NHS Mail
- Active Directory
- Registration Authority (SMART Card)
- Primary Care Clinical systems (e.g. Vision, EMIS Web, TPP)
- Community Systems (e.g. Rio)
- National Applications (GP2GP, SCR, EPS R2, PDS, C&B, etc.)

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