Service Desk Analyst

NHS Resolution is a not-for-profit part of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.

We have an opportunity within our IT Service Desk Team for an Analyst to primarily provide 2-line IT support to our internal and external stakeholders.

Ideally you will have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems. This may range from straight forward to more complicated technical issues. There is also a range of administrative duties within the role.

Your background and experience will include: A computer science/information management and technology degree, or equivalent relevant experience, knowledge and expertise in 2nd line service desk support; excellent customer service skills and the ability to work under pressure.

NHS Resolution is an Arms Length Body of the Department of Health & Social Care. As a not-for-profit part of the NHS, our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patients. We have four key service areas

You must be able to work two days a week in our London office and 3 from home. Shift patterns are from 8 am 4:30 pm and 9:30 am 6:00 pm

Occasionally weekend work will be required., Claims Management: delivering expertise in handling clinical and non-clinical claims to members of our Indemnity Schemes.

Practitioner Performance Advice: providing advice, support and interventions in relation to concerns about the individual performance of Doctors, Dentists and Pharmacists.

Primary Care Appeals: offering an impartial tribunal service for the fair handling of Primary Care contracting services.

Safety and Learning: supporting the NHS to better understand and learn from claims, concerns and disputes; to target safety activity while sharing learning across the NHS.

What do we have to offer?

At NHS Resolution, we strive to be an employer of choice. Some of the benefits we offer include access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are also committed to support individuals in having a work and life balance, offering flexible working arrangements. Furthermore, we can offer a chance to gain extra skills and training and with regular reviews and a clear plan, all employees can develop to their full potential.