Digital Service Desk Analyst

Role: Digital Service Desk Analyst

• Location: Norwich or Chelmsford, UK
• Duration: 3-Month Contract (Inside IR35)
• Hours: 37.5 hours per week, Monday to Friday rota (08:00-16:00 or 10:00-18:00)

Job Summary

Provides first-line technical support and customer service to Trust staff across all sites. Logs, manages, resolves, or escalates IT incidents and service requests using the call management system in line with SLAs. Key duties include supporting Smartcard (RA) services, remotely managing asset tracking (CMDB), and escalating Major Incidents. This is a fully on-site, phone-focused role requiring participation in an on-call rota.

Key Responsibilities

• Act as the initial contact for IT queries via phone, email, self-service, and walk-ins.
• Log, categorise, and maintain ownership of tickets to ensure timely resolution within SLAs.
• Troubleshoot first-line technical issues and escalate complex problems appropriately.
• Provide basic support for Mail, clinical systems, end-user computing, and user onboarding/offboarding.
• Perform RA Agent duties, including smartcard unlocking, passcode resets, and account support.
• Maintain asset and CMDB records remotely, and provide cover for SACM staff when required.
• Identify and escalate potential Major Incidents (MIs) and Business Continuity Incidents (DBCIs).
• Contribute to knowledge base articles and adhere to data protection and information governance policies.
• Engage in ongoing professional development and annual appraisals.

Requirements

• Skills: Customer service experience is essential; IT experience is desirable.
• Training: ITIL Foundation certification is desirable.

Randstad Technologies is acting as an Employment Business in relation to this vacancy.