Band 4 IT Service Desk Analyst- Bath

Job description

Job responsibilities

Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems.

The successful candidate will be expected to carry out the following duties;

• Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
• Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.

A) Technical Administration:1) To ensure that all required system administration activities are carried out in a structured and timely manner.

B) Service Desk:1) To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.2) To provide excellent customer service at all times (e.g. call answering and on emails).

C) Other:1) Receives requests for support or advice from users and other IT staffmembers, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.2) Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.3) Investigates faults, user problems and other requests for support and/orinformation and takes the most appropriate actions in order to reach a satisfactory resolution.4) Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.5) Maintains the Trust's desktop hardware and software to required standards.6) Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as possible.7) Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.8) Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.9) Provides expert guidance/advice and acts as a mentor to less experienced colleagues.10) Implements policies for own work area and proposes changes to working practices or procedures for own work area.11) Undertakes such other duties as may reasonably be required of youcommensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager.

Person Specification

Qualification

• GSCE A-C in Maths and English, or evidence of successful secondary education

• ITIL Qualification
• Evidence of successful further education (at 16+ level) related to IT
• Evidence of successful higher education (at 18+ level) related to IT

Skills

• Ability to interpret technical and non-technical data which may be incomplete
• Problem solving skills requiring supplementary research
• Ability to prioritise workload in order to deliver results

• Comprehensive knowledge of current information systems and technologies
• Practical experience using or supporting at least two of the of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, IT Ticketing Systems

Experience

• Technical experience relevant to the area of specialism
• Practical experience working within a support team

• Experience working in a high stakes or large corporate environment
• Experience with NHS systems and processes
• Experience working to deadline

Communication

• Written communication
• Administrative and organisational skills
• Customer focused
• Team focused

• Ability to document procedures/processes
• Ability to present a range of technical terms and concepts to non-technical system users in a clear concise way
• Previous training skills or willingness to learn training skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Avon & Wiltshire Mental Health Partnership NHS Trust

Address

Bath NHS House

Bath

BA1 3QE

http://www.awp.nhs.uk/about-us/working-for-us/