Senior Service Desk Analyst
Listed on 2026-11-02
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IT/Tech
HelpDesk/Support, IT Support, IT Business Analyst, Technical Support
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens. This role is part of the IT Operations, who are responsible for:
- Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
- As IT subject matter experts, contributing to the design and development of new products and services
- Improving user experience in our systems and processes
- Proactively maintaining our IT service portfolio and reducing technical debt
There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users., A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls. At this role level, you will:
- Own and update the script for service desk analysts
- Coach and develop one or more service desk analysts, and manage availability
- You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
- With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.
The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.
At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discount
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skill
- Flexible working friendly organisation And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
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