Service Desk Analyst | University Hospitals NHS Trust

About the Role

The Service Desk is the first point of contact for over 23,500 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care.

The post holder should have a passion for IT, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service.

The current operational hours are 7am - 6pm Monday to Friday excluding bank holidays.

• To take ownership of receiving and recording incidents and service requests, presented through a variety of mediums (face to face, phone, self-service, email) for a wide range of customers who use Nottingham University Hospital systems.
• To provide first line support via analysing and diagnosing as they are reported to the Service Desk, ensuring all relevant information is captured and recorded whilst resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this.
• Categorise and prioritise incidents and service requests ensuring all issues are resolved within contracted Operational Level Agreements (OLA).
• Having a broad understanding of all IT support services, enabling efficient and appropriate triage of requests.
• Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request.
• To ensure that incidents not resolvable at first‑line are escalated to the appropriate second‑line teams/3rd party suppliers for further investigation.
• To initiate procedures to contact off‑site support and progress 3rd Party calls to completion.
• Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.
• To initiate the appropriate IT escalation process and ensure the Service Desk Team Leader is updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email.
• To escalade existing logs in the system where customers have not received updates.
• To assist the IT Service Operations Manager in attaining Key Performance Indicators (KPIs) set for the Service Desk.
• Collate information ready for analysis by other support teams or management.
• Monitor and highlight requests which could potentially breach service levels and proactively monitor progress of such requests.
• Be aware of and follow escalation procedures appropriately, ensuring senior management are made aware of any high priority issues that require the attention of specialist teams.
• Become familiar with the scope of the IT service by understanding the basic IT infrastructure and applications that are in use throughout the organisation.
• Develop excellent IT skills to provide 1st line support, including the use of remote monitoring and administration software.
• Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action; any recurring problems should be flagged with senior management and the necessary actions completed on the call logging system.
• Make procedural recommendations to assist in the smooth running of the Service and assist with the development and maintenance of quality standards for the department.
• Participate in the rotational rota, covering the hours of 7.00 a.m. – 6.00 p.m. Monday to Friday including bank/public holidays as outlined by the Service Desk Team Leader.
• Implement and adopt new ways of working to support our user base more efficiently and effectively while focusing on improving the first‑fix rate of requests.
• Ability to lead on high priority incidents and requests to ensure a quick resolution or workaround.
• To take ownership of Directory Manager for new accounts uploaded from ESR, renames, add accounts, and amend end dates ensuring that the data entered is correct.
• Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets.
• To maintain a professional service to…