Service Desk Analyst

Job summary

Will take part in IT User Services Support & wider business and communities to ensure the ongoing availability of vital IT systems & services ensure the success of the function via: Record triage and manage incidents requests raised by NHSCFA/NHS community (LCFS/DoF). Provide tech support and 1st contact fix/escalation to relevant groups. Provide user access management for multiple applications. Support improvements to enhance services assist various ISO audits/Pharmacy Reward schemes. Be involved in evolution of key IT Service Management practices through participation in regular meetings and proactive engagement with the wider team and organisation with a constant focus on enhancing our service provision. Potential applicants should contact Craig Cummings craig.cummings@nhscfa.gov.ukfor an informal chat. We are looking for someone to join us on a fixed term contract for up to 1 year. Due to recent developments the role is now advertised as a permanent position with an associated probationary period.

In addition to the advertised salary working in the London area will attract High Cost Area Supplement where appropriate. The NHS Counter Fraud Authority is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. More information about our work & annual plan for delivering this is available on our website. **We reserve the right to close the vacancy before the advertised closing date should we receive a significant number of applications.

Main duties of the job

The NHS Counter Fraud Authority (NHSCFA) is a Special Health Authority responsible all for matters relating to the prevention, detection and investigation of economic crime across the NHS. Aligned to the DHSC Counter Fraud strategy, NHSCFA acts as the principal lead for the NHS and wider health group in counter fraud intelligence work.

The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA's IT systems. To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. They will often liaise and work with the outsourced IT provider's support teams in providing this service. The post-holder will also work with the NHSCFA Information Systems team to monitor and proactively manage systems as well as resolving 2nd line support issues.

About us

We have offices based in Coventry, Newcastle and London and also offer flexible, hybrid or home/office based working at any of these locations. The NHSCFA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. When you apply for this role you will be redirected to our recruitment system TRAC. Please apply without delay as reserve the right to close any vacancies from further submissions when we have received sufficient applications from which to make a shortlist. The CFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.