Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide friendly IT support via phone and email, logging service desk calls efficiently.
- Company: Join Imperial College Healthcare, a leader in patient care with a vibrant team culture.
- Benefits: Enjoy flexible working, career development, wellbeing initiatives, and staff recognition perks.
- Why this job: Be part of a collaborative team, gain unique experiences, and accelerate your career growth.
- Qualifications: Strong communication skills, IT support experience, and knowledge of ITIL incident management are essential.
- Other info: Flexible, part-time, or job-share arrangements are welcome; discuss during your interview.
The predicted salary is between 28800 - 43200 £ per year.
The post requires a highly motivated, hardworking individual with excellent friendly people skills and IT support experience.
The post holder will be expected to provide telephone IT support, process incoming emails and portal requests, log service desk calls to meet incident management standards, and provide professional telephone service. The role aims for a 60% first-line call resolution rate, utilizing technical knowledge for troubleshooting and applying fixes. The individual will triage faults and requests to 2nd and 3rd line ICT support teams and provide out-of-hours on-call support as needed.
The ideal candidate will have excellent communication skills, broad knowledge of desktop, virtualization, server, and network support, along with multitasking abilities and initiative to prioritize workloads. Previous experience in an ICT support environment, strong troubleshooting skills, and a good understanding of the ITIL incident management framework are desirable.
The post holder will collaborate closely with 2nd and 3rd line ICT support teams. It is essential to be an excellent team player and capable of working independently under the guidance of the Senior ICT Service Desk Analyst.
Responsibilities include:
- Receiving and logging service desk calls professionally and efficiently.
- Achieving a 60% first-line call resolution rate.
- Performing network and application account resets.
- Allocating work to ICT support teams.
- Providing out-of-hours support as required.
At Imperial College Healthcare, you can achieve extraordinary things with extraordinary people, working with leading clinicians to push boundaries in patient care.
Become part of a vibrant team embodying our values: expert, kind, collaborative, and aspirational. You will gain unique experiences and accelerate your career growth.
Benefits include career development, flexible working, wellbeing initiatives, staff recognition schemes, and optional benefits such as Cycle to Work, car lease schemes, season ticket loans, or memberships for onsite leisure facilities.
We are committed to equal opportunities and improving staff working lives. We welcome applications for flexible, part-time, or job-share arrangements. Please discuss this during your interview.
For further details or informal visits, contact:
Name: Raheel Shabir
Job title: Senior Service Desk Analyst
Email:
#J-18808-Ljbffr
ICT Service Helpdesk Analyst employer: Imperial College Healthcare NHS Trust
Contact Detail:
Imperial College Healthcare NHS Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Helpdesk Analyst
✨Tip Number 1
Familiarise yourself with the ITIL incident management framework, as it's a key aspect of the role. Understanding how to effectively log and manage incidents will demonstrate your readiness for the position.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in desktop, server, and network support. Being able to quickly resolve issues will help you achieve that 60% first-line call resolution rate they’re looking for.
✨Tip Number 3
Showcase your excellent communication skills during any interactions, whether it’s through phone calls or emails. The ability to convey technical information clearly and kindly is crucial in this role.
✨Tip Number 4
Highlight your experience in working collaboratively with teams, especially in an ICT support environment. Being a team player is essential, so be ready to discuss examples of how you've successfully worked with others.
We think you need these skills to ace ICT Service Helpdesk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant IT support experience and showcases your troubleshooting skills. Emphasise any previous roles where you provided telephone support or worked in a service desk environment.
Craft a Strong Cover Letter: In your cover letter, express your motivation for applying to the ICT Service Helpdesk Analyst position. Mention your excellent communication skills and ability to work both independently and as part of a team, aligning with the company's values.
Highlight Technical Knowledge: Clearly outline your knowledge of desktop, virtualisation, server, and network support in your application. If you have experience with the ITIL incident management framework, be sure to mention it as it is desirable for this role.
Showcase Soft Skills: Since the role requires excellent people skills, include examples of how you've successfully interacted with customers or colleagues in previous positions. This will demonstrate your ability to provide professional telephone service and collaborate effectively.
How to prepare for a job interview at Imperial College Healthcare NHS Trust
✨Showcase Your IT Support Experience
Be prepared to discuss your previous roles in IT support. Highlight specific examples where you successfully resolved issues, especially those that align with the responsibilities of the ICT Service Helpdesk Analyst position.
✨Demonstrate Excellent Communication Skills
Since this role involves a lot of interaction with users, practice articulating your thoughts clearly and concisely. Use examples from past experiences to illustrate how you've effectively communicated technical information to non-technical users.
✨Familiarise Yourself with ITIL Framework
Brush up on the ITIL incident management framework, as it's mentioned in the job description. Be ready to discuss how you've applied ITIL principles in your previous roles or how you would approach incident management in this position.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your troubleshooting skills and ability to prioritise tasks. Think of situations where you had to triage requests or resolve issues under pressure, and be ready to explain your thought process.
