Senior Service Desk Analyst

The Service Desk is the first point of contact for over 23,500 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care., In addition to the below summary you need to familiarise yourself with full job description and person specification documents attached to this advert.

This challenging and enjoyable role requires excellent oral and written communication skills, a high degree of problem solving and someone who can perform to a high standard in a demanding call centre-type environment.

The post holder should have a passion for IT, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service.

Where possible the post holder will aim to resolve incidents at first line using knowledge articles and tools such as remote desktop products but where required will escalate to the appropriate 2nd and 3rd line teams including to 3rd party suppliers where necessary.

The current operational hours are 7am - 6pm Monday to Friday excluding bank holidays, this can be subject to change. You will also be part of an on call rota.

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

The busy Service Desk is a single site service providing help and support to all staff within Nottingham University Hospitals, receiving on average 800 contacts per day through phone, self-service and email, a mixture of which are service requests and incidents.