Service Desk Analyst

Job overview

The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.

The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA’s IT systems. To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. They will often liaise and work with the outsourced IT provider’s support teams in providing this service. The post-holder will work within the NHSCFA Technology User Services team to monitor and proactively manage systems as well as resolving 2nd line support issues.

Potential applicants can contact Chris Dunnington at  [email protected]  for an informal chat if you have any questions regarding the role.

We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications.

This role is currently under review and may require Security Clearance level vetting.  

Interviews will be held online via Teams

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Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.

Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.

Working with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.

Using your technical abilities and the NHSCFA knowledgebase, to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.

Collating information from various systems to assist the Technology User Services and Information & Cyber Security Manager’s in producing management reports.

Working for our organisation

This role will be based at our Canary Wharf, London  3 days in the office /2 days home based. The advertised salary includes High-Cost Area Supplement. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. When you apply for this role, you will be redirected to our recruitment system TRAC. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.

Detailed job description and main responsibilities

Assisting with the build and distribution of IT Devices and maintaining accurate asset records.

Installing and configuring application software as required.

Proactive monitoring of Technology Team systems and resolving potential issues before they impact end-users.

Adhering to organisation IT policies, practices and procedures; and ensuring the smooth running of all aspects of Technology team Systems.

Providing maintenance of IT systems as required and ensuring the timely delivery of technical support to staff across the business.

Please see full Job Description and Person Specification.