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For Companies At a Glance
- Tasks: Provide first-line IT support and resolve user issues in a dynamic environment.
- Company: Join the NHS, a leading healthcare provider dedicated to serving communities.
- Benefits: Enjoy a supportive work culture with opportunities for professional development and training.
- Why this job: Be a customer champion while making a real impact on healthcare services.
- Qualifications: A-levels or equivalent experience, ITIL Foundation Certificate preferred, strong communication skills required.
- Other info: Ideal for tech-savvy individuals eager to learn and grow in a vital sector.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
About the Role
We are looking for a Service Desk Analyst to join our IT Services team, providing high-quality first-line support to a wide and varied user base. You will act as the 'customer champion,' ensuring reported difficulties are managed effectively through to resolution, while delivering a professional and customer-focused service.
This role requires strong IT support experience, a sound understanding of ITIL practices, and excellent communication skills. You'll be part of a team that plays a critical role in maintaining reliable IT services to staff, patients, and stakeholders.
Duties & Responsibilities
- Act as the primary contact for users, ensuring all incidents and requests are logged, tracked, and resolved in line with service levels.
- Develop and maintain strong working relationships with customers and service users.
- Maintain databases and information flows that support service management, including carrying out audits and producing scheduled/ad hoc reports.
- Communicate with the customer base regarding downtime, service changes, and incident updates.
- Resolve user issues promptly, drawing on first principles and previous experience.
- Shadow colleagues to build knowledge of supported systems and improve response to user queries.
- Maintain ITIL awareness, ensuring professional service delivery.
- Monitor and report on performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Manage requests for change in line with the National Change Management process.
- Produce management reports highlighting trends, risks, and abnormal system performance.
- Contribute to documentation, procedures, and the development of updated working practices.
- Support colleagues by demonstrating tasks, sharing knowledge, and contributing to team development.
- Operate safely and effectively in line with Health, Safety & Wellbeing (HSW) and professional policies.
Essential Experience
- Providing first-line IT support in a Service Desk environment within the NHS
- Supporting a large and varied user base in IT systems.
- Working in an ITIL service environment.
- Meeting SLA targets and managing workloads effectively.
- Delivering high-quality customer service.
- Educated to A-level, diploma, or equivalent experience.
- Commitment to continuing professional development.
- ITIL Foundation Certificate (or equivalent experience).
- Good understanding of IT infrastructure at a technical level.
- Awareness of NHS standards and legal requirements relating to Information Governance and Security.
- Strong and effective communication skills
- Ability to learn new technologies and IT systems quickly.
- Analytical problem-solving skills.
*Rates depend on experience and client requirements
NHS Band 5 IT Support Technician employer: Salt Search
Contact Detail:
Salt Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land NHS Band 5 IT Support Technician
✨Tip Number 1
Familiarise yourself with ITIL practices, as this role requires a solid understanding of them. Consider taking a quick online course or reviewing ITIL resources to brush up on your knowledge before the interview.
✨Tip Number 2
Highlight your experience in providing first-line IT support, especially within a Service Desk environment. Be ready to share specific examples of how you've resolved user issues and maintained high customer service standards.
✨Tip Number 3
Demonstrate your ability to communicate effectively by preparing to discuss how you've managed user expectations during downtime or service changes. This will show that you can handle customer interactions professionally.
✨Tip Number 4
Network with current or former NHS IT professionals to gain insights into the role and the organisation's culture. This can provide you with valuable information that may help you stand out during the application process.
We think you need these skills to ace NHS Band 5 IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in a Service Desk environment. Emphasise your understanding of ITIL practices and any previous roles where you provided first-line support.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering high-quality customer service. Mention specific examples of how you've resolved user issues effectively and maintained strong relationships with customers in past roles.
Highlight Relevant Qualifications: Clearly state your educational background, including your A-levels or equivalent qualifications. If you have an ITIL Foundation Certificate or similar credentials, make sure to mention these prominently.
Showcase Communication Skills: Since excellent communication skills are essential for this role, provide examples in your application that demonstrate your ability to communicate effectively with users and colleagues, especially in resolving IT issues.
How to prepare for a job interview at Salt Search
✨Showcase Your IT Support Experience
Be prepared to discuss your previous roles in IT support, especially within a Service Desk environment. Highlight specific examples where you successfully resolved user issues and met SLA targets.
✨Demonstrate Your Understanding of ITIL Practices
Since the role requires knowledge of ITIL, make sure to explain how you've applied ITIL principles in your past work. Discuss any relevant certifications you hold, like the ITIL Foundation Certificate.
✨Emphasise Communication Skills
As a Service Desk Analyst, communication is key. Prepare to give examples of how you've effectively communicated with users, especially during incidents or service changes. Show that you can be the 'customer champion' they need.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life scenarios. Think of situations where you had to troubleshoot an issue or manage a difficult customer interaction, and be ready to share those experiences.
