IT Service Desk Analyst

We are looking to recruit an enthusiastic IT professional to join our IT Service Desk. The role provides first line IT support to the trust for all aspects of computing, including PCs, laptops, mobile phones and other devices. Excellent communication skills and a customer focus are key attributes that the successful candidate must demonstrate due to the constant interaction and support required to assist colleagues through this process. This is an exciting opportunity to work in a challenging but rewarding environment, helping the Trust to deliver the best possible care. We offer a hybrid working approach but you will be expected to work from the office on certain days of the week. You must have the Right to Work in the UK in order to be successfully appointed to this role. Please note, this role does not meet the required eligibility criteria for sponsorship under the Skilled Worker visa and therefore the Trust is unable to offer sponsorship for this particular role.

Main duties of the job

• Provide a first line of contact for dealing with customer queries received by the service desk.
• Ensure accurate and timely recording of the Trust's logging system and assign the call to the appropriate specialist or group.
• Use excellent interpersonal and communication skills to manage call resolution to a wide variety of personnel throughout the Trust.
• Assist and deputise, where appropriate, for the Service Desk Team Lead and Service Desk & Asset Manager across a range of information service issues.
• Promote at all times a positive image of people with mental health conditions and learning disabilities.
• Promote at all times a positive image of the Information Services department and the wider Trust.

Job responsibilities

As one of the Service Desk Analysts for the Trust, you will deal with colleagues from all aspects of the Trust. The analysts work with different teams and the ability to work well with others is key to our role. We have to be polite and professional at all times when working onsite. Please refer to the attached job description and person specification for further detailed information to ensure that you meet the role criteria before applying.

Person Specification

Qualifications

• Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning.
• ECDL or equivalent experiential learning.
• Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above.
• Degree in an IT or Customer Service related subject.

Knowledge

• Knowledge of one or more computer system(s), hardware or software and procedures to develop reports, documents and spreadsheets.
• Good knowledge of standard PC applications (e.g. Windows, PowerPoint, Word, Excel).
• Range of knowledge across a broad range of IM&T areas.
• Knowledge of customer care techniques.

Experience

• Working in a service environment, communication with a wide range of customers.
• Experience in supporting and working with information systems.
• Experience of working in a customer‑led service.
• Computerised customer telephone support system experience.
• Experience of first point of contact customer service / support desk.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.