Service Desk Analyst

Band 4 Service Desk Analyst – Permanent – Full-time – Gwendolen House, Leicester – £27,485 to £30,162 a year

• Act as first point of contact for HIS Service end users on the customer service desk.
• Answer, log and manage all calls, emails and faxes to the Service Desk.
• Work within SLA/OLA requirements, ensuring issues are owned and progressed to resolution.
• Maintain and contribute to the HIS knowledge base.
• Analyse and resolve complex IM&T queries, including software and hardware configuration.
• Support clients with account management, GP connections, desktop issues, mobile phones and application software across Trust sites and other organisations per SLA.
• Process user account and VPN forms following set procedures; ensure issues are resolved within SLA or escalated to second-line support.
• Maintain IT systems and user accounts, ensuring accurate access and contributing to IM&T improvements.
• Follow up resolutions to ensure user satisfaction; liaise with internal teams, third-party engineers and suppliers for timely responses.
• Assist in managing the Service Desk application, including user accounts, categories and call allocation.
• Meet quality and performance targets set by Service Delivery Management.
• Escalate incidents to external support agencies when required.
• Promote and comply with the organisation’s equal opportunities policy.

We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.