At a Glance
- Tasks: Provide first-line tech support and manage IT incidents for Trust staff.
- Company: Join a supportive team in a dynamic healthcare environment.
- Benefits: Gain valuable experience with competitive pay and professional development opportunities.
- Other info: Fully on-site role with a chance to grow your IT career.
- Why this job: Make a difference by helping others with their tech issues every day.
- Qualifications: Customer service skills are a must; IT experience is a bonus.
The predicted salary is between 13.5 - 16.5 £ per hour.
Role: Digital Service Desk Analyst
Location: Norwich or Chelmsford, UK Duration: 3-Month Contract (Inside IR35) Hours: 37.5 hours per week, Monday to Friday rota (08:00-16:00 or 10:00-18:00)Job Summary
Provides first-line technical support and customer service to Trust staff across all sites.
Logs, manages, resolves, or escalates IT incidents and service requests using the call management system in line with SLAs.
Key duties include supporting Smartcard (RA) services, remotely managing asset tracking (CMDB), and escalating Major Incidents.
This is a fully on-site, phone-focused role requiring participation in an on-call rota.
Key Responsibilities
Act as the initial contact for IT queries via phone, email, self-service, and walk-ins.
Log, categorise, and maintain ownership of tickets to ensure timely resolution within SLAs.
Troubleshoot first-line technical issues and escalate complex problems appropriately.
Provide basic support for Mail, clinical systems, end-user computing, and user onboarding/offboarding.
Perform RA Agent duties, including smartcard unlocking, passcode resets, and account support.
Maintain asset and CMDB records remotely, and provide cover for SACM staff when required.
Identify and escalate potential Major Incidents (MIs) and Business Continuity Incidents (DBCIs).
Contribute to knowledge base articles and adhere to data protection and information governance policies.
Engage in ongoing professional development and annual appraisals.
Requirements
Skills: Customer service experience is essential; IT experience is desirable.
Training: ITIL Foundation certification is desirable.
Randstad Technologies is acting as an Employment Business in relation to this vacancy
Digital Service Desk Analyst in Norwich employer: Randstad Technologies Recruitment
Randstad Technologies is an exceptional employer that fosters a dynamic work culture in the heart of London, offering employees the chance to thrive in a fast-paced environment. With a strong focus on professional development, we provide ample opportunities for growth and advancement within the IT sector, alongside competitive benefits that enhance work-life balance. Join us to be part of a supportive team that values innovation and collaboration, making every day at work both meaningful and rewarding.
Contact Details:
Randstad Technologies Recruitment Recruitment Team
