At a Glance
- Tasks: Provide IT support and resolve incidents for over 3000 customers in a dynamic environment.
- Company: Join the NHS and be part of a vital public service team.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace committed to your development.
- Why this job: Make a real difference by helping others with their IT needs every day.
- Qualifications: Customer service experience and knowledge of Microsoft Office and Windows OS.
The predicted salary is between 15.75 - 15.75 £ per hour.
Role: Service Desk Analyst x 2
Contract Length: 3 months
Location: Norwich
IR35: Inside
Pay Rate to Intermediary: Up to £15.75 per hour
Spinwell is recruiting for a Service Desk Analyst for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE SERVICE DESK ANALYST
- Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers.
- Work as a part of the Service Desk function by working as an effective interface between the business and support teams.
- Supporting over 3000 customers, 3000 technical hardware and providing a first-time fix for approximately 4500 calls a month.
- Detecting, recording, classifying, prioritising all IT incidents and tasks.
- Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement.
- Responsible for maintaining data quality/integrity of the Digital Services call management system.
- Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible.
- Resolve or provide identified work around solutions to customer queries/incidents or assign to the correct specialised team within Digital Services.
- Provide technical advice and training for “how to” queries from customers.
- Monitoring and tracking incidents, escalating where necessary hierarchically or functionally.
- Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement.
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems.
- Installing and configuring desktop software.
- Administering IT accounts and system privileges in accordance with the security policy.
- Contribute to creating Service Desk process maps/procedures and assist in keeping documentation up to date.
- Responsible for the safe use of IT equipment, software installs, configuration and maintenance.
- Other Service Desk activities, as directed, to continuously improve service and strive for best practice.
- Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions/workarounds in a language that suits the customers' technical understanding.
- Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer.
- Presenting a positive image of Digital Services at all times and comply with all Corporate Policy.
SKILLS/EXPERIENCE OF THE SERVICE DESK ANALYST
- BTEC, Diploma or equivalent.
- Experience working in a customer service environment, providing excellent customer-focused service, managing customer expectations and dealing with difficult customers.
- Working knowledge of Microsoft Office 365.
- Working knowledge of Microsoft Operating System Windows 10/11.
- Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent.
- Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customers' technical understanding.
- Experience of working effectively as a team.
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience).
- Able to meet targets under pressure.
- Good problem-solving skills.
- A logical approach to problem solving and exercising good judgement.
- Good attention to detail.
- Prioritises and organises workload in accordance with the Service Level Agreement.
- Excellent communications skills (verbally and written).
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers.
- Professional and calm approach at all times, particularly when dealing with difficult situations.
- Ability to change communication style to suit the technical audience when explaining complex technical guidance/resolution.
- Good customer relationship management skills, enabling customer confidence and empowerment.
- Proven experience working as part of a team.
- Self-motivated.
- 'Will do/can do' attitude.
- Flexible with working hours where it is demanded by the role.
- Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
- Able to communicate effectively using the English language.
If you are a Service Desk Analyst, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Service Desk Analyst - NHS in Norwich employer: Spinwell Global
Spinwell Global is an exceptional employer, offering a dynamic work environment in London that promotes a hybrid working model, allowing for flexibility and work-life balance. With a strong focus on employee development, the company provides ample opportunities for growth and training, ensuring that team leaders are well-equipped to support their caseworkers effectively. The collaborative culture fosters meaningful engagement with public sector operations, making it a rewarding place to contribute to impactful community initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst - NHS in Norwich
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Spinwell Global.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Spinwell Global. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Analyst - NHS in Norwich
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Spinwell Global.
How to prepare for a job interview at Spinwell Global
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Spinwell Global's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Spinwell Global offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
