Service Desk Analyst – Royal Cornwall Hospitals NHS Trust
Role Overview: Provide front‑line telephone and portal support for clinical IT systems, handling operational incidents and requests, escalating when necessary and ensuring high quality customer service.
Responsibilities
* Answer calls and respond to email/portal tickets, logging incidents accurately.
* Triage and resolve IT incidents at the first point of contact using scripted solutions.
* Escalate issues to specialist teams when they cannot be resolved immediately.
* Communicate status updates to users and Service Desk Lead, ensuring SLA targets are met.
* Maintain call‑logging data, update directory services and follow procedures with high accuracy.
* Provide clear non‑technical explanations of technical solutions to users.
* Contribute to continuous improvement of Service Desk knowledge and processes.
Qualifications – Essential
* GCSEs (English) or equivalent, demonstrating literacy and numeracy.
* NVQ Level 3 or equivalent IT service desk experience.
* Experience in telephone support and customer‑care environment.
* Knowledge of Microsoft Office (Teams, Word, Excel) and basic IT skills.
* Ability to work independently and as part of a team, managing priorities under SLA pressure.
* Excellent verbal and written communication skills, clear telephone manner.
Qualifications – Desirable
* ITIL v3 Foundation or experience in an ITIL environment.
* Customer care NVQ or similar.
* Previous NHS IT support experience.
Work Pattern
Permanent, full‑time/part‑time at Shaw House, St Austell (PL26 6AD).
Band 3 salary £24,937 – £26,598 per annum, pro rata.
Contact and Application
To apply, click the supporting document or visit the employer website: https://www.royalcornwall.nhs.uk. Please note that applications require successful completion of identity checks, professional registration, and other NHS prerequisites.
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