IT Service Desk Analyst

As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, ensuring smooth operation of our IT systems and delivering excellent customer service. The successful applicants will join a busy Service Desk and will play a key part in supporting the trusts 6,000+ staff and various key services.

• Be the first point of contact within Digital, Data & Technology (DDaT) for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system.
• To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration.
• Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.
• Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department's culture of continuous improvement.
• Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
• To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.
  
  Due to current Home Office Guidelines, Bradford Teaching Hospitals NHS Foundation Trust is unable to provide sponsorship for this role.
Be the friendly, knowledgeable voice that helps keep digital services running across Bradford Teaching Hospitals NHS Foundation Trust. We are looking for an enthusiastic, customer-focused Service Desk Analyst to join our busy IT Service Desk team. This is an exciting opportunity to play a vital frontline role supporting colleagues across the Trust, helping them resolve IT issues quickly, confidently and professionally so they can continue delivering safe, high-quality care for our patients. Please note this is a fully onsite post located at Bradford Royal Infirmary, BD9 6RJ., Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
• We value people
• We are one team
• We care
We're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.