Service Desk Analyst

Found in: Talent UK C2 - 1 week ago

London, United Kingdom North Central London Integrated Care Board Full time

Job summary

The North Central London (NCL) Integrated Care Board is part of the NCL Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

The ICT department is a forward-thinking and innovative service that is focused on delivering a high quality, resilient ICT service to our corporate and primary care colleagues across NCL. Delivered through the provision of infrastructure, technology and informatics to understand the outcomes of ICB investment, our aim is to ensure that technology, data and infrastructure are optimally designed and delivered to achieve maximum benefits for the patients of North Central London.

We are seeking to recruit a motivated and dynamic Service Desk Analyst to join us in our journey, embracing transformational change through the use of new technologies and automation across our organisation.

Please clearly indicate in the supporting statement section of your application form, your specific skills and experience relevant to the role. To discuss this role please contact:

This is a full time office based role working from either our Camden Office or Islington base location.

We cannot accept CVs, please complete a full application to be considered.

Closing date for applications is midnight on 23 April 2024.

Main duties of the job

Key Responsibilities :

As a Service Desk Analyst, you will play a crucial role in ensuring the efficient and effective operation of the NCL ICB and GP Practices. Your responsibilities will include:

First-Line telephone Support: Providing first-line remote technical support to end-users, resolving issues promptly and efficiently. Incident Management: Logging and categorising incidents, escalating where necessary, and ensuring timely resolution. Collaboration: Working closely with ICT colleagues to address technical challenges and improve overall system performance. Customer Service: Ensuring a high level of customer satisfaction through effective communication and problem-solving.

About us

On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:o to improve outcomes in population health and healthcareo tackle inequalities in outcomes, experience and accesso enhance productivity and value for moneyo help the NHS support broader social and economic development.

North Central London's population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions - or buys - on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.

NCL ICB values our staff, our partners and their expertise to deliver the best health and care possible for the patients and residents of North Central London.

Job description

Job responsibilities

Requirements:

To be successful in this role, you should possess the following:

Experience: Proven experience in a similar role, preferably within a healthcare or IT support environment. Technical Skills: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems. Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner. Customer Focus: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving. Team Player: Ability to work collaboratively with a diverse team and stakeholders. Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities.

Please see the attached Job Description and Person Specification for a full description of the main responsibilities.

Person Specification

Education / Qualifications

Essential

oEducated to Degree level in a relevant subject or equivalent level qualification or experience of working at a similar level in a specialist area. oEvidence of continued professional development.

Desirable

Degree qualification in a technical subject. Foundation qualification in ITSM.

Experience

Essential

oExperience working in an ICT technical service environment, preferably within a Service Desk team. oFamiliarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) related to IT service delivery. oStrong customer service skills and the ability to provide high-quality support to service users. oProficiency in using IT Service Management (ITSM) platforms for logging and tracking customer interactions. oAbility to analyse data to support service delivery improvements. oProactive monitoring of call queues and assigning calls to appropriate team members. oExperience supporting desktop environments, including GP IT Practices, Corporate Sites, and Community Health sites. oCapability to provide quick and efficient solutions. oStrong communication skills and the ability to train and develop other Service Desk Analysts. oFlexibility to adapt to changing needs within the department and organisation. oWillingness to carry out additional duties as required by the line manager.

Desirable

ServiceNow ITSM Experience Experience in use of MDE and Intune. SharePoint Administration Familiarity with IT services including NHS Mail & Azure/Entra.

Knowledge/Skills/ Abilities

Essential

oKnowledge of the management of core ITIL Incident, Problem, and Change Management processes. oKnowledge of Service Desk ITIL best practice.

Desirable

RingCentral call centre system. Knowledge of project principles, techniques, and tools. Understanding of Primary Care ICT and the HSCN network.

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