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Senior Service Desk Analyst

Location: Newcastle

Salary: £26,500 PLus fantastic benefits

Job Type: Permanent

Job ID: 165892

NRG are working exclusively with a large organisation in the healthcare sector and due to their continued growth are looking to appoint a Senior Service Desk Analyst to join their digital services team.


Starting Salary: £26,500+ pay progression + fantastic benefits including:

  • Holiday entitlements of 27 days per year, plus eight general and public holidays, rising to 33 days after 10 years' service.

  • Better career and salary progression based on the application of your knowledge and skills.

  • Excellent pension scheme with contributions ranging from 5%-14%, dependant on your pay grade.

  • Personal development reviews to support your career aspirations

Duties for this role include


  • To investigate and implement resolution to incidents which have breached SLA.

  • To investigate customer complaints.

  • To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within Trust. This means demonstrating a consistent leadership style which;

  • engages, enables and empowers others

  • uses coaching to promote ownership of learning and quality improvement and

facilitates team working and collaboration within teams / departments and across organisational boundaries.

  • To lead, inspire and motivate others to high performance by agreeing clear goals and objectives, providing support and guidance and creating opportunities for development

    • To contribute to the development of a culture of high engagement, where staff are empowered and entrusted to provide the best services and care for patients

    • To promote and facilitate innovation and continuous improvement to deliver better services for service users and patients

To demonstrate Trust core values and behaviours

  • To supervise and support the Service Desk staff, providing effective and efficient 1st line incident recording and support and 2nd line remote diagnosis and resolution services for the customer base.

  • To monitor and report key performance indicators on the delivery of Service Desk services against agreed Service Levels.

  • To plan, and re-organise as necessary, the team’s work priorities to meet or exceed agreed Service Levels.

  • To participate in IT project delivery, providing advice and support as required where projects and initiatives include potential changes to the services provided by the Service Desk, or where such projects and initiatives could be assisted by the introduction of changes to Service Desk services.