Service Desk Analyst

Job summary

Role: Service Desk Analyst

Band: 3 £24,071 to £25,674 per annumHours: 37.5Contract Type: Permanent

To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimize the impact of IT services on service users and on patient care, support services, and management by:

• Providing a first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.

• Resolving the maximum number of incidents at first contact within agreed timescales in line with service agreements.

• Escalating calls to second-line service desk staff where relevant.

Please note, this position has also been advertised on the Portsmouth Hospitals University Trust's jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications.

Main duties of the job

Key Responsibilities:

• First Point of Contact: Be the first point of contact for IT service users, handling all types of queries, requests for service, and incident logging.

• Accurate Logging: Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.

• User Account Management: Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.

• Issue Resolution: Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.

• Team Collaboration: Work as part of an IT service desk team, supporting a wide range of IT systems.

• Customer Service: Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.

• Professional Development: Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.

• Compliance: Adhere to Trust policies and procedures as required.

• Flexibility: Occasionally be required to work flexibly to meet the demands of the service.

About us

Our vision for Single Corporate ServicesIsle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.

This vacancy is part of the Single Corporate Services Division.

Why are we changing the way we deliver Corporate Services?Working as a partnership, both IWT and PHU have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The creation of a single corporate service is essential for us to support our clinical and operational services, and our wider transformation programme.

For further information, please read the attached document outlining the vision for our single corporate services.

The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Employer details

Employer name

Isle of Wight NHS Trust

Address

Building 4000, Lakeside North Harbour

Cosham

Portsmouth

PO6 3EN

Employer's website

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

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Employer details

Employer name

Isle of Wight NHS Trust

Address

Building 4000, Lakeside North Harbour

Cosham

Portsmouth

PO6 3EN

Employer's website

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

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