Senior Service Desk Analyst

Job summary

An exciting opportunity has risen to be part of our dynamic and busy Digital and Department in the role of Senior Service Desk Analyst. The service desk team are focussed on maintaining a high level of customer service and provide guidance on how to improve standards to provide a better customer experience.

You will need to manage expectations and balance, organise and prioritise workload and maintain a secure customer focused support service.

Applicants must have relevant experience of working within a customer led service, knowledge and experience of supporting existing NHS information systems on a range of platforms will be an advantage.

Main duties of the job

You will assist in the supervision of a team of 10 service desk analysts and be supported by the Service Desk Lead and EUC manager. The role covers a wide variety of technology, experience of supporting and maintaining Windows 10 devices in an enterprise setting is desirable.

Some of your key responsibilities will be:

• Ensure the appropriate and efficient use, development and maintenance of Service desk systems

• Promote an increased awareness of the Trust's information strategy.

• Monitor software to ensure calls to the service desk are resolved in line with Service Level Agreements (SLA's).

• Action support calls by investigating and resolving system errors once identified. Listen via system software to telephone calls and checks the consistency of calls logged via the call logging system for quality and training purposes.

• Assist the Service Desk Lead and End User Computing Manager in the development of Key Performance Indicators.

• Maintain systems access including the setting up of new users onto the Trust's systems, moving and changing user's access rights and disabling user accounts.

• Review Service Desk intranet pages to ensure information provided is relevant a good and up to date, including user guides, videos and FAQ's.

• Regularly review call scripts and call categories ensuring they are kept up to date and relevant, liaising with Service Desk Team Lead and other operational managers where appropriate.

About us

We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.

From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.

We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.

We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.

We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.