IT Service Desk Specialist

1 month ago


Exeter, Devon, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time
About Our Role

We are seeking a highly skilled IT Service Desk Analyst to join our team at South Western Ambulance Service NHS Foundation Trust.

As an IT Service Desk Analyst, you will play a critical role in providing exceptional customer service and technical support to our staff, ensuring the seamless delivery of 1st Line IT services.

Key Responsibilities
  • Provide excellent customer care via various communication channels, including telephone, email, video conferencing, instant messaging, and in-person interactions.
  • Serve as the first point of contact for all IT-related incidents, ensuring timely updates and accurate recording in our Service Desk tool.
  • Handle first-line requests, including password resets, user access/application difficulties, and other technical issues.
  • Assign tickets to relevant personnel or teams within the IT department or pass them to external teams for issue handovers.
  • Identify potential or emerging IT infrastructure/service problems by recognizing trends in repeat or significant incidents.
  • Evaluate and escalate system failures, issuing Service Advisory Notices and announcements as necessary.
  • Maintain trust assets, record accurate data, and dispose of aged assets appropriately.
  • Ensure consistent triage, investigation, and update of tickets before escalation.
Requirements
  • NVQ level 3 or equivalent qualification in a relevant IT/technical discipline.
  • Knowledge of specialist areas acquired through diploma or equivalent experience/training, plus further specialist knowledge/experience.
  • Evidence of ongoing professional development.
Desirable Qualifications and Experience
  • ITIL (or similar) Service Support qualification.
  • Vendor-specific qualifications, such as Microsoft.
What We Offer
  • A competitive salary of £28,000 - £35,000 per annum, depending on experience.
  • A standard working week with opportunities for overtime pay.
  • Holiday entitlements of 27 days per year, rising to 29 days after 5 years and 33 days after 10 years.
  • Pension scheme contributions.
  • Career and salary progression opportunities.
  • Access to a wide range of discounts from various organisations across the UK.


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