Service Desk Analyst

Technology and Digital innovation has never been so important to the NHS. It is front and centre to the NHS Long Term Plan and the continued commitment to improving health outcomes for patients. The NHS England Transformation Directorate has a mandate to deliver a very broad and complex set of products and services to support the transformation of health and care.

The Live Services Sub Directorate is responsible for delivering and running a wide range of national digital and data live services that are used by NHS and Social Care professionals and by citizens. We are responsible for ensuring that our digital and data services are delivered ensuring the highest levels of reliability, security, and usability.

The National IT Service Desk is responsible for delivering the customer experience for digital and data services for NHS England through the operation of two service desks. Stakeholders include NHS staff, health and social care system providers and suppliers and some citizen contact.

The National IT Service Desk currently supports over 200 services and fulfilment processes, handling a broad range of incidents, service request and enquires each year. Our primary toolset is Service Now.

Service Desk Analyst - Be the first line of support.

Do you thrive in a fast-paced environment, helping others and solving problems? Are you passionate about excellent customer service?

Live Services are seeking a number of motivated and results-oriented Service Desk Analyststo join our National IT Service Desk team. In this vital role, you'll be the first point of contact for a wide range of stakeholders, providing exceptional technical support and ensuring smooth operation of our services.

What you'll do:

• Act as the primary contact for NHS England staff, and internal and external customers, offering timely and effective support across various channels.


• Provide clear and accurate information on NHS England programs, products, and services, fostering a positive customer experience.


• Troubleshoot and resolve a variety of user enquiries, incidents, and requests, utilising available resources and knowledge management tools.


• Escalate complex issues to the appropriate teams for further investigation and resolution.


• Collaborate with colleagues and subject matter experts to ensure accurate and efficient service delivery.


• Continuously learn and develop your knowledge base, staying updated on new developments and procedures.
  
  Some of the skills and experience we're looking for:


• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to a non-technical audience.


• Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.


• A customer-centric focus, dedicated to providing exceptional service and exceeding expectations.


• The ability to work independently and as part of a team in a fast-paced environment.


• Excellent organisational skills and the ability to prioritize tasks effectively.


• A willingness to learn and adapt to new technologies and processes.


• (Desirable) Experience working in a service desk or IT support environment and knowledge of IT service management principles (e.g., ITIL)


What's in it for you

• a role as part of a dynamic team using data and digital technology to transform health and care


• a range of opportunities to build your experience in an environment where your

work has a direct and positive impact

• a real commitment to your personal and professional development with access

to a broad range of learning opportunities

We are a great place to work. What we do matters.

NHS England leads the NHS in England to deliver high quality care for all. We support NHS organisations to deliver better outcomes for our patients and communities, work to get the best possible value for taxpayers, and drive improvement across the NHS. This includes improving the health of the population and the quality of care, tackling inequalities, and delivering care more efficiently.

Our outstanding teams are passionate about technology and public service, making use of everyone's skills to improve people's lives.

We collaborate to deliver world class tech and intelligence, so come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.

To find out more about the type of work we do, please take a look at our website.
Why you should apply

We value the different experiences our people bring to their work. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances. Which means, we encourage applications from people of all backgrounds and abilities.


• we're moving to a hybrid working approach which offers you an informal, flexible way of blending home and office working. Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.


• flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed; these include part-time hours, job sharing, flexible hours and part-remote set ups


• 27 days annual leave increasing to 33 days with service


• a generous pension (with our contribution equal to 23.7% of your earnings)


• NHS Discounts including shops, restaurants, gym, mobile phones, and insurance


• employee benefit schemes including our Season Ticket Loan, Car Lease and Bike to Work schemes