Are you an experienced IT Service Desk analyst looking for the next step in your career? Do you have a passion for technical troubleshooting? We are looking for a Senior Digital Service Desk Analyst to join our team. The successful candidate will be responsible for taking the lead role in incident management, dealing with customer escalations and championing customer satisfaction through the timely resolution of incidents and requests. You will be technically responsible for escalating calls from the Service Desk Analysts to other support teams, identifying and reporting common trends, providing documentation of new skills, coaching and mentoring colleagues and handling and logging calls during busy periods. In addition, you will recommend alternative courses of action and develop in-house expertise to improve first time fix rates.
The successful candidate will require exceptional technical, organisational and customer service skills; the ability to adapt quickly to a variety of situations is essential as well as a good sense of humour.
Whilst an understanding of NHS environments and systems is desirable, training is given to those candidates who can show superb technical and customer service skills.
Currently based in Guildford, successful candidates will be expected to cover during the core hours of 8.00-17.00, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.
The role is solely office based.
To provide IT technical expertise to the Digital Service Desk Analyst team, working to improve customer satisfaction and first time fix rates.
Unfortunately, visa sponsorship is not available at this time, as the role does not meet the essential eligibility criteria.
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) have given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn’t the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo
The Digital Senior Service Desk Analyst is the technical expert within the IT Service Desk and provides a point of escalation for Digital Service Desk Analysts in relation to technical queries. They will improve and enhance customer experience by ensuring that their colleagues have the knowledge, skills and tools they need to achieve a high first-time fix rate. They will be the conduit between the IT Service Desk and other departmental teams and will work with them to restore service as quickly as possible or provision services according to customer requirements. The position requires a high level of technical analysis and diagnostic abilities, attention to detail, excellent customer service skills and the taking of responsibility of call

Please refer the Job description for details