Technical service desk analyst

Band 4 · Service desk analyst · 292 job evaluation points

A technical service desk analyst resolves more complex faults at first contact, including remote fixes to devices and access to clinical systems, and handles urgent calls from clinical areas.

UK GDaD PCF level: Service desk analyst

Most often performed at Civil Service grade AO or EO.

A service desk analyst interacts with customers.
At this role level, you will:
perform tasks such as taking calls from customers and trying to resolve their queries
know when to escalate issues to your manager

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Responsibilities

Resolve more complex incidents and requests remotely, including device, software, and clinical system access faults.
Handle urgent calls from clinical areas, such as emergency departments, wards, and theaters, and start the major incident process when needed.
Process access requests for clinical systems, checking them against role-based access rules.
Write and improve knowledge articles so that more issues can be resolved at first contact.
Spot repeated calls about the same fault and raise them with incident and problem management.
Report suspected phishing emails and other security events to the security team.
Show new analysts how to use the desk's tools and procedures.

Skills

Skill	Expected level	What this level means
Asset and configuration managementUK GDaD PCF	Awareness (1)	You can: track, log and correct information to protect assets and components
Continual service improvementUK GDaD PCF	Awareness (1)	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
Customer service managementUK GDaD PCF	Working (2)	You can: resolve user requests to a minimum of the agreed service level agreement empathise with the end user use customer-focused metrics to achieve the desired outcome
IT service reportingUK GDaD PCF	Working (2)	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiativeUK GDaD PCF	Working (2)	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focusUK GDaD PCF	Awareness (1)	You can: show an awareness of different products and services
Technical understandingUK GDaD PCF	Awareness (1)	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focusUK GDaD PCF	Awareness (1)	You can: show an awareness or understanding of user experience analysis and its principles explain the purpose of user stories and the focus on user needs
Understanding health and care servicesThis reference	Working (2)	You can: explain the clinical and care workflows your work supports use common health care terms correctly with clinical and care colleagues recognize when a change could affect patient care and raise it
Information governance and data protectionThis reference	Working (2)	You can: apply data protection principles to your work contribute to data protection impact assessments handle information requests and records correctly
Identity and access managementThis reference	Working (2)	You can: create, change, and remove user accounts and access rights check access against role-based access rules
Security operationsThis reference	Awareness (1)	You can: explain common cyber threats such as phishing and ransomware report a suspected security event
Clinical risk managementThis reference	Awareness (1)	You can: explain how health IT systems can harm patients, for example through wrong, missing, or delayed information report a possible clinical safety issue through the right route

Typical qualifications and experience

Experience of IT support on a service desk or in a similar setting.
An IT service management foundation qualification, or equivalent experience.

Band 4 outline

Knowledge: Detailed knowledge of the work area, typically from a foundation degree, apprenticeship, or equivalent experience.
Autonomy: Works within guidelines; resolves most day-to-day problems; manager available for advice.
Scope: Own work and a defined service or process.
Leadership: May supervise a small team or coordinate others' work.
Accountability: Delivery of a defined service or process.

Job evaluation (illustrative)

Factor	Level	Level summary	Points
Communication and relationship skills	4	Gives complex, sensitive, or contentious information needing persuasion, negotiation, or training skills, or highly complex information.	32
Knowledge, training, and experience	4	A range of procedures, mostly non-routine, needing intermediate theory (for example a foundation degree or equivalent experience).	88
Analytical and judgmental skills	3	Judgments on a range of facts or situations needing analysis or comparison of options.	27
Planning and organizational skills	2	Plans straightforward tasks or activities, some ongoing.	15
Physical skills	3	Developed skills needing speed or accuracy, such as advanced keyboard use.	27
Responsibility for patient and client care	1	Helps patients, clients, or relatives during incidental contact.	4
Responsibility for policy and service development	2	Implements policies for own area and proposes changes to its practices.	12
Responsibility for financial and physical resources	2	Handles cash or valuables, looks after equipment used by others, controls stock, or authorizes small payments.	12
Responsibility for people	1	Shows own work routines to new or less experienced colleagues.	5
Responsibility for information resources	3	Takes formal minutes, regularly writes reports or queries, or maintains information systems as a significant duty.	16
Responsibility for research and development	1	Carries out surveys or audits for own work; occasionally takes part in research or testing.	5
Freedom to act	2	Follows standard procedures and precedent; someone is usually available to ask; work may be checked.	12
Physical effort	2	Frequent sitting or standing in a restricted position, or occasional light to moderate effort.	7
Mental effort	3	Frequent concentration on unpredictable work, or occasional prolonged concentration.	12
Emotional effort	2	Occasional exposure, or frequent indirect exposure, to distressing circumstances.	11
Working conditions	2	Occasional unpleasant conditions, frequent travel or outdoor work, or near-continuous screen use on most days.	7
Total (Band 4: 271 to 325)			292

Uses the same UK GDaD PCF level as the Band 3 analyst, for analysts who resolve more complex issues and handle urgent clinical calls. Communication is higher than the band profile because analysts often have to explain technical issues to busy clinical staff.