Digital Service Desk Analyst

As a Digital Service Desk Analyst, you'll play a pivotal role in spearheading a proficient and proactive first-line support system within our dynamic service desk team. Tasked with providing comprehensive, high-quality service to the Digital Technology Department, you'll serve as the primary point of contact for all IT-related inquiries.
Working in close collaboration with the Service Delivery Manager and Service Desk Team Leader, you will seamlessly integrate into our IT support service. Your role will be instrumental in upholding our Service Level Agreements and in maintaining the continuity and integrity of our operations.
Your duties will include comprehensive reporting of IT-related issues that surface via the IT Service Desk, ensuring that our service desk software is meticulously updated with all logged activities. You'll leverage your keen judgment to escalate matters when necessary, keeping our operations running smoothly and efficiently.
While you'll have the independence to manage your workload, you must also possess a discerning ability to know when to involve management. In this role, your critical thinking and proactive approach will directly contribute to our continuous effort to provide world-class digital solutions.
+ Issue Diagnosis: Identifying and diagnosing technical issues users encounter across hardware, software, and networks.
+ Problem Solving: Developing and implementing effective solutions for resolving technical problems, + Ticket Management: Logging all IT issues and requests into a service desk system, accurately and promptly.
+ Ticket Follow-up: Tracking the status of issues, ensuring they are resolved in a timely manner.
+ User Communication: Keeping users informed about the status of their issues and providing clear, understandable instructions or explanations.
+ Escalation Management: Recognizing and escalating issues that require a higher level of technical expertise.
+ Knowledge Documentation: Creating and maintaining clear documentation of procedures, systems, and common issues to assist in faster resolution in the future.
+ System Monitoring: Proactively monitoring systems and networks for potential issues.
+ Incident Analysis: Analyzing incident trends to prevent recurring issues.
+ Preventive Measures: Implementing measures to prevent the occurrence of common issues.
+ Training: Providing training and support to users to ensure efficient utilization of technology resources.
+ Interdepartmental Collaboration: Collaborating with other IT professionals to ensure cohesive operations.
+ SLA Compliance: Ensuring all issues are resolved within the established SLA timeframes.
+ Quality Assurance: Regularly reviewing resolution records for accuracy and completeness.
+ Customer Satisfaction: Monitoring customer satisfaction and working to improve service delivery.
+ Continuous Learning: Keeping up to date with new technologies, software, and hardware to provide effective support., The Service Desk Analyst is an essential role in our IT department, serving as the primary point of contact for our staff seeking technical assistance. This individual is responsible for diagnosing and resolving technical issues in a timely and empathetic manner. The successful candidate will work closely with our IT team to maintain, enhance, and promote the effective use of the organization's technology resources., + User Support: Provide first-line support for all IT-related queries and issues, including problems with hardware, software, applications, and network systems.
+ Issue Diagnosis and Resolution: Identify, investigate, and rectify technical issues, leveraging problem-solving skills and technical knowledge.
+ Ticket Management: Log, categorize, prioritize, and track all IT issues and requests using the service desk system. Ensure accurate and detailed information is recorded for each ticket.
+ Communication: Regularly update users on the status of their issues, ensuring they are informed of progress, delays, or need for additional information.
+ Escalation Management: Determine when an issue requires escalation and refer these to the appropriate team or individual.
+ Documentation: Create, maintain, and enhance technical documents to facilitate problem resolution, including procedural guides and FAQs.
+ System Monitoring: Monitor system performance and report anomalies to ensure continuous system availability and reliability.
+ Trend Analysis: Analyze service desk requests to identify recurring issues and trends, contributing to a proactive approach to problem resolution.
+ Preventive Measures: Implement preventive measures and provide training to users to prevent recurrence of common issues.
+ Collaboration: Collaborate with other IT professionals to deliver an integrated IT support service.
+ SLA Compliance: Ensure all service level agreements (SLAs) are met.
+ Disaster Recovery Support: Assist in disaster recovery operations and development of backup strategies.
+ Customer Satisfaction: Monitor and improve user satisfaction with the IT support service.
+ Continuous Learning: Stay up-to-date with the latest technologies and industry trends to ensure the delivery of effective, knowledgeable support., The Service Desk Analyst may need to lift and move IT equipment. The role also requires long periods of sitting, and the use of office equipment and computer hardware and software.
We are seeking to enrich the diversity of our Trust to better reflect demographic needs of the populations we serve and to enhance the skills of our workforce. We actively encourage applicants with underrepresented personal characteristics to apply for this role if you match the job description. Please note that you are not restricted from applying for this role if you do not identify with these characteristics and all applicants will be considered fairly against the job description.
As a flexible working and friendly organisation, we want to ensure that you can work in a way that is best for us, our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that's job share, part time or any other flexible working patterns.

+ Proven experience as a Service Desk Analyst or similar role in an IT setting
+ Strong technical knowledge of hardware, software, and network systems
+ Excellent problem-solving skills and attention to detail
+ Exceptional communication skills, both written and verbal
+ Strong customer service mindset
+ Ability to work effectively both independently and as part of a team
+ Familiarity with service desk software and ticket tracking systems
+ Degree in Information Technology, Computer Science, or a related field is preferred

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire. We also provide social care services for people with a learning disability in Croydon and ASD and ADHD assessment services in Hampshire.
We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population. We work closely with other NHS and voluntary sector organisations who provide services and support people who use services and carers.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast.
Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach.
For international travel, both Gatwick and Heathrow airports are nearby.