Service Desk Analyst - £15.80ph - PAYE - Onsite

My Client based in Norwich are currently looking for a Service Desk Analyst to join them and become productive for 3 months. This role is onsite and is paying £15.80 per hour PAYE.

Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective first line Incident management and request fulfilment, within agreed service level agreements and targets. The post holder will provide second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Main duties of the job

Provide a professional customer service by being empathetic and a great listener to customers who contact the IT Service Desk.

Day to day management and monitoring of ITBM Service Centre stack/support queue within agreed Service Level Agreements, including Service Centre Self-Serve Portal logged incidents and requests, updating and/or closing tickets and providing confirmation to the Customer as required.

Provide senior Service Desk support within the IT Service Centre Team to ensure delivery of an efficient and reliable IT Customer centric service to the Trust, utilising advanced customer service skills to maximise positive customer experience.

The Service Desk Analyst role provides effective and positive first line customer focused support through the management of calls and handling the resulting incidents or service requests via the Trust Service Management System, Sunrise. Support the service operation using the incident management and request fulfilment processes, in line with Service Desk objectives.

You will use your technical and communication skills to understand and resolve IT issues or where necessary to escalate it to one of the specialist support teams. To provide initial technical advice and support relating to software applications, IT equipment and user accounts within the Service Desk Team.

The Service Desk is the central contact point for all IT users throughout the Trust, providing first line user support, in accordance with pre determined standards and procedures.

You will be confident in your IT skills and be able to demonstrate experience in an IT support services environment. Previous 1st Line IT experience and knowledge of clinical IT systems are desirable and you should have a good understanding of national Information Security

Please apply or send me your CV to (see below)