Band 4 Service Desk Analyst x2

IT Service Desk Analyst – Ban

Location:

Norwich

Working Pattern:
Monday-Friday, 37.5 hours per week

Start Date:

ASAP

Contract:

Temporary - 3 months

Department:
Digital Services / Service Desk

Vacancies: 2

We are recruiting IT Service Desk Analysts (Band
4) to join the Digital Services team within an NHS Trust in Norwich.

This is an excellent opportunity for an experienced Service Desk or IT Support professional to provide first-line technical support to clinical and corporate users, helping resolve IT incidents and ensuring customers receive a professional and responsive service.

• Act as the first point of contact for IT incidents, service requests and technical queries.
• Log, classify and prioritise incidents in line with Service Level Agreements (SLAs).
• Provide first-line telephone and technical support for hardware, software, applications and network issues.
• Diagnose and resolve incidents or provide appropriate workarounds.
• Escalate more complex issues to the relevant specialist teams.
• Support customers with Microsoft Office 365 and Windows 10/11.
• Install and configure desktop software and administer IT accounts and system privileges.
• Liaise with third-party suppliers where required.
• Maintain accurate records and data quality within the IT service management system.
• Provide clear technical guidance and "how-to" support to customers.
• Manage customer expectations and keep users updated on progress.
• Contribute to Service Desk procedures, process improvements and knowledge sharing.

• BTEC, Diploma or equivalent qualification/experience.
• Previous experience within an IT Service Desk, IT Support, call centre or customer service environment.
• Working knowledge of Microsoft Office 365 and Windows 10/11.
• Experience of effective call handling and technical troubleshooting.
• Strong customer service and communication skills.
• Good problem-solving and analytical abilities.
• Ability to prioritise workload and work to SLAs.
• Professional and calm approach when dealing with challenging customers.
• Ability to work effectively as part of a team.
• Self-motivated with a positive "can-do" attitude.

• ITIL Foundation, Service Desk Institute certification, experience within the NHS/public sector or an ITIL environment.