Location
London

Hours
Full Time

Salary
£37,259 Per Annum

About the Role
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts, providing a full range of hospital and community services for people in south London. The IT Service Desk Analyst is responsible for maintaining communication channels between customers and the IT department. This role serves as the first point of contact for technical issues, providing first-line support that includes troubleshooting and resolving issues within their remit. The Analyst will respond to incidents and requests reported through multiple channels and manage the life cycle of incidents, ensuring timely resolution and keeping users informed of progress. The position requires proactive management of targets and effective responses in a high call volume environment, with a focus on delivering outstanding customer service.

Experience

• Experience of working in a service management-focused environment maintaining service in line with Service Level Agreements.
• Experience in effectively supporting a large scale, complex IT&T environment.
• Experience in supporting hardware and software packages when appropriate.
• Experience in remote fixes via Desktop support, RDP or other terminals.

About you
Excellent communication skills with a friendly and open manner. Ability to work independently and on your own initiative, with a logical approach to problem-solving and a willingness to learn. Flexibility is essential as participation in the on-call out-of-hours rota is necessary to support business needs.

Qualifications

• Degree in an IT specialism or equivalent relevant technical experience.
• ITIL V3 Foundation qualification.
• Practical knowledge of Active Directory management/administration.
• Practical knowledge of Microsoft Office 365 applications.
• Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions.