Service desk analyst
Service desk analysts are the first point of contact for staff who need help with the organisation's digital services, from login and smartcard problems to faults in clinical systems and devices. They log, triage, resolve, or escalate incidents and requests, keep users informed, and spot patterns that point to wider problems. In many health care organisations the service desk runs around the clock, because clinical services do.
- Family
- IT operations
- UK GDaD PCF role
- Service desk manager (IT operations)
- ESCO occupations
- ICT help desk agent (ISCO-08 3512); ICT help desk manager (ISCO-08 3512)
- On GitHub
- Role document · Role data
Levels
| Band | Role level | UK GDaD PCF level | Civil Service grades | Job evaluation points |
|---|---|---|---|---|
| 3 | Service desk analyst | Service desk analyst | AO/EO | 227 |
| 4 | Technical service desk analyst | Service desk analyst | AO/EO | 292 |
| 5 | Senior service desk analyst | Senior service desk analyst | EO/HEO | 352 |
| 6 | Service desk manager | Service desk manager | HEO/SEO | 407 |
| 7 | Head of service desk | Head of service desk | SEO/G7 | 491 |
In a digital health care organisation
- Callers are often clinicians and care staff in the middle of patient care, so the desk prioritises by the effect on patients, not only by order of arrival.
- Many clinical services run 24 hours a day, every day, so the service desk often works shifts and out-of-hours rotas.
- Access to clinical systems uses role-based access and strong authentication, so the desk handles account, smartcard, and multi-factor authentication problems while checking identity carefully.
- Callers may share confidential patient information while describing a fault, so analysts follow information governance rules for what they record in tickets.
- The desk is often the first to see signs of a major incident or a cyber attack, such as many calls about the same system or a wave of suspicious emails, and must escalate them quickly.
UK GDaD PCF role description
A service desk manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment.
In this role, you will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.
ESCO occupations and skills
ESCO lists the skills and knowledge that employers usually need (essential) or may need (optional) for each occupation. Use them as a checklist for development conversations.
ICT help desk agent
ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Essential skills and knowledge (20)
Skills and competences
- assist customers
- communicate with customers
- create solutions to problems
- guarantee customer satisfaction
- identify customer's needs
- keep task records
- keep up to date on product knowledge
- manage schedule of tasks
- prioritise requests
- provide ICT support
- provide customer follow-up services
- solve ICT system problems
- support ICT system users
- use ICT hardware
- use ICT ticketing system
- use customer relationship management software
Knowledge
Optional skills and knowledge (12)
Skills and competences
- answer incoming calls
- educate on data confidentiality
- handle helpdesk problems
- implement a virtual private network
- implement anti-virus software
- perform data analysis
- perform escalation procedure
- use e-services
Knowledge
ICT help desk manager
ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Essential skills and knowledge (16)
Skills and competences
- analyse staff capacity
- communicate with customers
- create solutions to problems
- educate on data confidentiality
- forecast workload
- keep up to date on product knowledge
- manage staff
- provide ICT support
- secure sensitive customer's information
- supervise data entry
- use ICT hardware
- use ICT ticketing system
Knowledge
Optional skills and knowledge (12)
Skills and competences
- coach employees
- manage schedule of tasks
- perform project management
- prioritise requests
- provide customer follow-up services
- train employees
- use customer relationship management software
Knowledge
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.