IT Service Desk Analyst
6 days ago
We are seeking a skilled IT Service Desk Analyst to join our team at the NHS Business Services Authority. As a key member of our IT department, you will be responsible for providing first and second-line support to our employees, ensuring that our IT services are running smoothly and efficiently.
Key Responsibilities- Diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
- Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
- Accurately record, update and document requests using the IT service desk system.
- Manage access to applications and technology systems through effective access management (User Accounts).
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Build and maintain productive working relationships across the organisation.
- Analyse, interpret and report information and knowledge of technical subjects and concepts to influence decisions.
- Working collaboratively within a team setting
- Working under general direction whilst taking the initiative and responsibility for delivery of individual tasks
- Managing call closure
- Analysis of requirements, design and development of applications to meet business needs
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
We are a Disability Confident Leader, Stonewall Top 100 employer and we've recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group.
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