Job overview

Are you looking for an opportunity to play an integral role in the support of IT services to the NHSBSA and our customers? We are looking for a Service Desk Analyst to join our team.

The IT Service Desk is the central point of contact for all digital and technology related incidents, service requests and queries. The role of the Service Desk Analyst is to provide first and second line support for all NHSBSA employees. The Service Desk Analyst is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

You will be based out of either Newcastle or Fleetwood, with occasional travel between the two locations.

Main duties of the job

As a Service Desk Analyst, you will:

1. Diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.
2. Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
3. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
4. Accurately record, update and document requests using the IT service desk system.
5. Manage access to applications and technology systems through effective access management (User Accounts).
6. Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
7. Build and maintain productive working relationships across the organisation.
8. Analyse, interpret and report information and knowledge of technical subjects and concepts to influence decisions.
9. Use incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.
10. Communicate complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

Working for our organisation

Here at the NHS Business Services Authority (NHSBSA), what we do matters.
 
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
 
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
 
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
 
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
 
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
 
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
 
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
 
We are people connected to care.