Service Desk Analyst

NHS South Yorkshire are looking for an enthusiastic self-motivated, Service Desk Analyst to join our team.

The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.

Working alongside colleagues within, technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to provision of a high performing friendly and professional customer driven service.

Main duties of the job

Customer communication via Telephone and Self Service Portal. Monitoring of these channels to ensure ticket progression including response and resolution within a timely manner.

Recording of accurate and concise information within the ITSM systems. Ensuring correct allocation to resolver teams where provision of a first fix is not possible.

Escalation of incidents impacting on service provision to appropriate management. Correct prioritisation of workload is paramount to this role.

Strong problem solving skills are required to ensure success at this role whilst working alongside colleagues to share and acquire knowledge within the wider technology team.

NHS South Yorkshire Integrated Care Board oversees health and social care for a population of 1.4m people. Working through our four places, Barnsley, Doncaster, Rotherham, and Sheffield, we are building on the strengths, capacity and knowledge of all those directly involved with our local communities to deliver our four key aims of Improving outcomes in population health and healthcare; Tackling inequalities in outcomes, experience and access; Enhancing productivity and value for money; and Helping the NHS support broader social and economic development.

Our near 1,000 staff are committed to addressing the broader health, public health, and social care needs of the population across South Yorkshire through our values of One Team, Empowered and Innovative. We work as a key partner with the Integrated Care Partnership (ICP) of health and care providers within the South Yorkshire Integrated Care System (ICS) to collectively deliver health and care services that meet the needs of the local population. In total there are 186 GP practices in the region, 72,000 health and social care professionals working across seven NHS trusts and four local authorities, and a further 6,000 voluntary, community and social enterprise sector (VCSE) organisations. We work alongside all these colleagues through local councils, our VCSE partners and other partners to address health inequalities and wider determinants of health in South Yorkshire.