Information Service Desk Analyst

Job summary

We are seeking to recruit an Information Service Desk Analyst to work within the Digital and Data Services Dept. The trust offers excellent development and learning opportunities, a challenging work agenda, an opportunity to make a difference and career progression opportunities. We are seeking enthusiastic, customer focused individuals with the appropriate technical knowledge to undertake this key role within the Trust.

The successful candidate will become a member of our customer focused team based within Flatts Lane Centre and be responsible for resolving technical first line support issues / requests received by the Digital and Data Services Service Desk. If successful, you will be required to be an excellent team player and ensure accurate and timely recording on the trust's call logging system and assign calls to the appropriate specialist or group

Main duties of the job

• Provide 1st line IT & technical support to customers, user access and account management tasks as required by the role.
• Actively maintain information systems including the setting up of new / existing customers onto the software packages
• Provide accurate tracking of queries and activities through to resolution and provide feedback to users.
• Use excellent interpersonal and communication skills to manage call resolution to a wide variety of personnel throughout the Trust.
• Assist the Information Service Desk Management team in the handling of complex enquiries and the production of key supporting documentation as required.
• Assist and deputise, where appropriate, for the Service Desk Team Lead across a range of information service issues.
• Work as part of the 'Out of Hours' Rota approximately every 10 weeks

About us

We are geographically one of the largest NHS Foundation Trusts in the country with an annual income of £423m and a workforce of over 9000 staff operating from around 160 sites. Tees, Esk and Wear Valleys NHS Foundation Trust provides mental health and learning disability services for the people of County Durham and Darlington, Teesside, North Yorkshire, York and Selby, serving a population of around 2 million people. We also provide additional specialist services to other parts of Northern England.

We deliver our services by working in partnership with 8 local authorities and clinical commissioning groups, a wide range of voluntary organisations, as well as service users, their carers and the public. The services are spread over a wide geographical area of around 3,600 square miles, which includes coastal, rural and industrial areas.