Senior Service Desk Analyst

The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.

S/he will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.

The postholder is responsible for ensuring a high quality, timely and customer focussed IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.

S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.

Service Delivery and Operations:

The post holders will provide single point of contact call handling for the IT Service Desk

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are:
We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

The post holder will be responsible for logging and resolving calls on the Trusts IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.

S/he will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.

The postholder is responsible for ensuring a high quality, timely and customer focussed IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.

S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.

• Years Experience
• Skills

• Years Experience
• Skills

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£37,259 to £45,356 a yearper annum Inc HCAs