Senior Service Desk Analyst

Job summary

KMPT Seeks Senior Service Desk Analyst to Join Our Thriving Team!

Do you thrive in a fast-paced environment where you can provide exceptional technical support and help others succeed? Are you passionate about user experience and continuous improvement? If so, then we want to hear from you!

KMPT, a highly-rated NHS Trust, is seeking a skilled and experienced Senior Service Desk Analyst to join our dynamic team. This is a hybrid role, offering the flexibility to work from home and collaborate with colleagues in our Aylesford office one day a week. If you cannot attend our Aylesford office one day a week, please do not apply.

The purpose of the Senior Service Desk Analyst (SSDA) is :-

• Provide technical support or training to all other Service Desk Analysts (SDA).
• Telephone support to end users with technical support requirements and are usually the first point of contact when a user has a requirement for technical support.
• Monthly reporting on missed FTFs and any other ad hoc reporting when required. Utilise the information to improve SDA and overall Digital Service Desk performance.
• Reporting on Problem Management calls and engaging with Problem Managers to progress problems.
• Writing, reviewing and maintaining Service Desk specific Wiki articles to ensure they are up to date.
• Assist the SDM to periodically review Digital Service Desk SOPs and SDA Training plan(s) to ensure they are up to date.

Main duties of the job

The primary role of the SSDA is:

• To capture any performance data for each SDA, for example, but not limited to, missed FTFs to identify, report and evidence the development and learning of an SDA that would continually improve their knowledge and skills for the good and benefit of the SDA and the service.
• To monitor and report on the progress of problem calls engaging with problem owners for a suitable workaround/resolution, highlighting any delay for review/escalation.
• Responsible for receiving calls from users and providing ICT technical support to KMPT staff and other staff as directed by the team manager. Support will normally be provided over the telephone and using remote support / remote control tools.
• Log Incidents and Requests accurately coding all activity undertaken to analyse, diagnose, and rectify the problem.
• To appropriately prioritise, transfer, escalate, and signpost the caller where necessary.
• Liaise with service providers and other third-parties, as appropriate, in order to resolve a reported issue.

About us

Come and work with us in the Garden of England where we combine exceptional professional development opportunities with a tremendous quality of life.

We are Kent and Medway NHS and Social Care Partnership Trust (KMPT), providing mental health, learning disability and specialist services, serving 1.8 million people across the county.

The Trust (rated Good overall by the CQC and Outstanding for care) has 3,283 staff working in 66 buildings across 33 locations, covering an area of 1,450 square miles.

You will be joining friendly, passionate colleagues, rich in their diversity, who are committed to providing excellent care to our service users and their loved ones.

The nature of our work attracts kindness and compassion as standard and everyone from our cleaners and porters to the chief executive and chairman are recognised as playing a vital role in providing an exemplary service.

Employer details

Employer name

Kent & Medway NHS & Social Care Partnership Trust

Address

Magnitude House, Aylesford

New Hythe Lane

Aylesford

ME20 6WT

Employer's website

https://www.kmpt.nhs.uk (Opens in a new tab)

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Employer details

Employer name

Kent & Medway NHS & Social Care Partnership Trust

Address

Magnitude House, Aylesford

New Hythe Lane

Aylesford

ME20 6WT

Employer's website

https://www.kmpt.nhs.uk (Opens in a new tab)

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