Job description

As an IT Service Desk Analyst, you’ll play a central role when it comes to supporting customers and colleagues via telephone, our Self-Service Portal, Chat and remotely accessing our customers devices. With an interest in IT and an opportunity to expand your technical skills and knowledge, you’ll be part of a high performing team ensuring there is minimal downtime to services. You will act as the first point of contact on the SCW IT Service Desk so applicants must be confident to talk over the phone and provide friendly customer service.

Communicating with customers via telephone, our Self-Service Portal (SSP), or by using Live Web Chat. You’ll monitor these channels and ensure tickets are responded to in a timely manner. You’ll use our IT Service Management Tool (ITSM) to accurately capture information and provide 1st line IT support and troubleshooting.

We are looking for an enthusiastic self-motivated individual who can work both alone and as a member of a wider team. You will need to have excellent communication skills and provide a professional customer experience. Effectively prioritising your workload is paramount to this role. You will be required to possess strong problem-solving skills and be able to share this knowledge with the wider team.

We are an NHS organisation providing support and transformation services to health and care systems, helping them achieve the best possible outcomes for people, communities and populations through providing high quality IT support to healthcare professionals and organisations.

We are proud to be part of the NHS and guided by its principles. We believe passionately in five core values that underpin everything we do.

Successful candidates will be asked which of our offices location they wish to be based from, Bridgwater (TA6 4RN), Eastleigh (SO50 5PB) or Ashford (TN23 1PP).

The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a weekly shift pattern (working 7.5 hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturday’s, approx. 1 week in 30. As an evolving service, we are approaching a requirement to provide additional weekend support (between 08:00 and 18:00 on Saturday and Sunday) in the future.

As a Band 5 Analyst you will need to be looking to expand your own technical knowledge. Therefore, some experience in ITSM Tools, Microsoft Office 365 and basic computer knowledge is required. You will also be expected to take on additional responsibilities within the IT Service Desk such as delivering training, proving demonstrations and offering additional technical services to both colleagues and customers.

In order to ensure you are provided the necessary information and training, we offer a structured induction plan which will show you all of the core functions of the Service Desk with a buddy system. We also offer additional training on individual subjects to guarantee you have sufficient knowledge in the required areas.

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