Junior Service Desk Analyst

Job summary

Job Overview Band 2 Service Desk Analyst

You will be expected to operate within SLA/OLA standards expected by customers. This role will have the responsibility for receiving all incoming issues and information requests to HIS with the brief to either resolve to a conclusion, or to pass or escalate to the appropriate person. All calls are to be logged whilst doing so. You will be responsible for communicating complicated IM&T issues to non IM&T staff/suppliers.

You will need to operate within a busy call centre environment and will need to ensure that you follow procedures that have been developed.

The service desk will have responsibility for logging all calls, owning all calls until closure, progress chasing and performing user account management. This post may require flexible working hours, based upon the service requirements of the HIS client base.

Main duties of the job

Job Description Summary (Main duties and responsibilities)

• To work within a team on the customer service desk, this will act as the first point of contact for HIS Service end-users.
• To ensure that that all calls, emails and faxes to the HIS Service Desk are answered, logged and dealt with appropriately.
• To develop a thorough understanding of SLA and OLA agreements and that issues falling within these agreements are owned by the Service Desk and performance managed to resolution.
• The maintenance and contribution to a knowledge base to share throughout the whole of the HIS function based on cleared issue and problem logs.
• To analyse, investigate and resolve complex IM&T queries, where there are a number of options, as well as analysing user requirements which may require configuration of software and hardware.

Job responsibilities

We may close the advert early, if we receive a sufficient number of applicants, so please apply as soon as possible.

About Us

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland. We aim to develop a workforce that reflects our community. 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. Details of our benefits, leadership behaviours and other important information can be found in the Information for Applicants, please view the supporting documents. We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy. For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy). All jobs will require permission to work in the UK. For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started. Applicants at risk within the local NHS who meet essential criteria will have preference for interview.