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- Tasks: Be the go-to person for tech support, solving issues and helping users with digital systems.
- Company: Join Croydon Health Services NHS Trust, a vital part of the healthcare system.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and skill development.
- Why this job: Make a real impact by supporting healthcare professionals and improving patient care through technology.
- Qualifications: No prior experience needed; just a passion for tech and helping others!
- Other info: Work in a fast-paced team, aiming for high performance and customer satisfaction.
The predicted salary is between 28800 - 43200 £ per year.
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.
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To assist the Senior Service Desk Analyst in the administration of all departmental functions
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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
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Categorise and prioritise incidents and service requests ensuring all issues are resolved within the department’s Service Level Agreements (SLA)
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To provide first line support, resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this
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To assign unresolved incidents to the appropriate specialist teams
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Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible
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Record appropriate resolution details, ensuring the user is satisfied with the resolution and the service provided before closing the record
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Perform active directory administration duties, including password resets and adding users to groups
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Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets
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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
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.
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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
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Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets
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Cover the Registration Agent function from time to time, unlocking smartcards and other duties as required
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Support all Trust mobile phones incidents and service requests
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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
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To maintain and update Databases relevant to the department
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To initiate procedures to contact off-site support and progress 3rd Party calls to completion
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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
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Provide guidance and training to new starters or less experienced Service Desk staff
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To document as standard operating procedures and ensure current practice is reflective all procedures and practices used within the helpdesk
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Undertake any additional duties that may be defined by the IT Service Management Team
Service Desk Analyst | Croydon Health Services NHS Trust employer: Croydon Health Services NHS Trust
Contact Detail:
Croydon Health Services NHS Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst | Croydon Health Services NHS Trust
✨Tip Number 1
Familiarize yourself with common digital systems and services used in healthcare settings. Understanding the specific tools and software that Croydon Health Services NHS Trust utilizes will give you an edge during the interview.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Being able to explain complex issues in simple terms is crucial for a Service Desk Analyst, as you'll be the first point of contact for users.
✨Tip Number 3
Get comfortable with remote support tools and active directory administration. Familiarity with these tools will not only help you resolve issues more efficiently but also demonstrate your readiness for the role.
✨Tip Number 4
Understand the importance of Service Level Agreements (SLAs) in a service desk environment. Be prepared to discuss how you would prioritize incidents and ensure timely resolutions to meet these agreements.
We think you need these skills to ace Service Desk Analyst | Croydon Health Services NHS Trust
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Analyst position. Highlight key responsibilities such as providing first line support, managing incidents, and performing active directory administration duties.
Tailor Your CV: Customize your CV to reflect relevant experience in IT support, incident management, and customer service. Use specific examples that demonstrate your ability to resolve issues quickly and effectively, as well as your familiarity with remote support tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of the NHS Trust's mission. Mention your ability to work in a fast-paced environment and your commitment to meeting Service Level Agreements (SLAs).
Highlight Communication Skills: Emphasize your communication skills in both your CV and cover letter. The role requires clear communication with users and technical teams, so provide examples of how you've successfully communicated updates or resolved issues in previous roles.
How to prepare for a job interview at Croydon Health Services NHS Trust
✨Understand the Role
Make sure you have a clear understanding of the responsibilities of a Service Desk Analyst. Familiarize yourself with the key tasks such as logging incidents, providing first line support, and managing service requests. This will help you answer questions confidently.
✨Show Your Communication Skills
Since you'll be the first point of contact for users, demonstrate your ability to communicate clearly and professionally. Practice explaining technical issues in simple terms, as this is crucial for resolving user queries effectively.
✨Familiarize Yourself with Remote Support Tools
As a Service Desk Analyst, you'll likely use remote support tools to assist users. Brush up on any relevant software or tools that may be used in the role, and be prepared to discuss your experience with them during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you might need to demonstrate how you would handle specific incidents or service requests. Think about past experiences where you successfully resolved issues and be ready to share those examples.
