Senior Service Support Analyst - Leeds, United Kingdom - NHS Digital

Description

About the role

Technology and Digital innovation has never been so important to the NHS. It is front and centre to the NHS Long Term Plan and the continued commitment to improving health outcomes for patients. The NHS England Transformation Directorate has a mandate to deliver a very broad and complex set of products and services to support the transformation of health and care. The Live Services sub-directorate is responsible for delivering and running a wide range of national digital and data live services that are used by NHS and Social Care professionals and by citizens. We are responsible for ensuring that our digital and data services are delivered ensuring the highest levels of reliability, security, and usability. Do you thrive in a fast-paced environment, helping others overcome technical challenges? Are you passionate about delivering great service?

Live Services are seeking a number of skilled and motivated Senior Service Support Analysts to join our teams.

In this role, you will:

Provide exceptional support for a broad range of complex services

Utilise your knowledge of the ITIL framework to monitor service performance and identify areas for improvement.

Effectively log and manage incidents, following established procedures and escalating unresolved issues as needed.

Offer clear and helpful guidance to users, fostering positive relationships and exceeding expectations.

About you

Some of the skills and experience we're looking for:

A high level of computer literacy, with expertise in Microsoft Office products.

Proven experience using IT Service Management applications or similar data capture systems.

Excellent communication skills (written and verbal) with the ability to explain technical concepts clearly.

Strong problem-solving skills and a methodical approach to troubleshooting.

Ability to work under pressure and meet tight deadlines.

The ability to work independently while also knowing when to escalate issues.

A strong understanding of the importance of customer service and a dedication to exceeding user expectations.

Desirable - ITIL Foundation V3 or V4, VeriSM Foundation or equivalent experience.

What's in it for you

a role as part of a dynamic team using data and digital technology to transform health and care

a range of opportunities to build your experience in an environment where your
work has a direct and positive impact

a real commitment to your personal and professional development with access
to a broad range of learning opportunities