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Job overview

An exciting opportunity has arisen for a Service Desk Support Analyst to join NHS England’s Workforce Training and Education, Data & Analytics Team.

To be successful in this role, you will have experience using a service desk and excellent IT skills. You will be confident in working with users and committed to quality and continuous improvement. You will be the first point of contact within the team for investigating and responding to service desk issues and determining the best course of action. Excellent technical and communication skills are needed, as you will provide support and advice to stakeholders through various communication channels. You will also be encouraged to share good working practices with all colleagues. 

Main duties of the job

The post holder will support the work of the Service Manager and the Data Collections and Procurement Lead in the maintenance and management of infrastructure and data, including:

• Triage incoming requests and assign them to the appropriate Service Desk Technicians.

• Escalate urgent requests or those requiring senior approval to the relevant team members.

• Take ownership of routine requests and manage complex ones over time.

 • Advise requesters on the appropriate course of action.

• Deliver support within agreed Service Level Agreements.

• Log new Epic Requests for escalation and keep requesters updated.

 • Maintain the analytic request log for team and stakeholder access.

• Provide routine administrative support for Data Service applications and users.

• Triage Tableau user queries, assigning them to the appropriate administrator or analyst, and monitor progress.

• Build an understanding of the HEE Tableau infrastructure to support user questions and issues.

• Contribute to the service desk meetings and updates at high level meetings where appropriate

• Provide a responsive, respectful, and helpful service for all managers requesting workforce information.

• Produce clear and detailed training materials for end users (screen shot based and video/screen capture), based on a supplied basic outline, be able to produce user guides.

Working for our organisation

The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:

• Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
• Making the NHS a great place to work, where our people can make a difference and achieve their potential.
• Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
• Optimising the use of digital technology, research, and innovation
• Delivering value for money.

If you would like to know more or require further information, please visit https://www.england.nhs.uk/.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

NHS England hold a Sponsor Licence; this means that we may be able to sponsor you providing the Home Office requirements are met. To be eligible for sponsorship through the Skilled Worker route you’ll usually need to be paid the ‘standard’ salary rate of at least £38,700 per year, or the ‘going rate’ for your job, whichever is higher. You can find more information on the Government website.