Service Desk Analyst
Job summary
An exciting opportunity has arisen at Kettering General Hospital NHS Foundation Trust for a Service Desk Analyst.The primary purpose of the role is to provide First Line support services for ICT users and systems throughout the Trust and its peripheral sites.
The post holder will be an integral team member of the ICT Service Desk Support Team who provide a customer sensitive and responsive support, fault resolution, advice and technical support services, which ensures the maximum availability, performance and utilisation of information systems for the Trust directorates customers / clients.The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
Main duties of the job
To provide a call logging and 1st Line incident resolution service and a local service to customers installing, supporting, and developing the use of Digital facilities throughout the Trust.
Provision of a 1st Line support to the Trusts 4500+ users.
To ensure the digital services are delivered to agreed SLAs.
To work as part of a small technical project team across the Digital portfolio to deliver new services and service improvements.
Assisting by providing technical advice, information and support.
Interact with IM&T CAB and be aware of all changes and when they are taking place.
The post holder will work under the supervision of the Service Desk Team Leader.
About us
Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire. Our Excellence Values: Compassion Respect Integrity Courageous Accountable
Job description
Job responsibilities
For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the Shortlisting Criteria section of the document.
Person Specification
Qualifications
- Diploma in IT or higher/ or equivalent
- GCSEs in English Language (or equivalent) and Mathematics at grade C or above
- NVQ II in Customer Care or IT related subject
- European Computer Driving License or equivalent IT qualification
- ITIL Foundation in Service Management
- CompTIA A+
- CompTIA N+
- MCSA in Window 10 - installing & Troubleshooting
Experience
- Experience of providing telephone support to customers in a busy office/call centre or similar environment
- Experienced in using guidelines alongside own initiative when dealing with customer's requests and queries
- Experience of delivering ICT service desk support
- Working in an ITIL environment
- Familiar with basic PC hardware components and functionality
Key Competencies
- Able to communicate effectively with customers from a wide range of backgrounds
- Understanding and experience of the application of customer service philosophy
- Be able to perform all duties and tasks with reasonable adjustment, where appropriate, in accordance with provisions
- Ability to approach change positively
- Desire to improve the service they provide
- Demonstrate commitment to working out of hours when dealing with major incidents and planned work
- Able to work successfully and remain calm under pressure
- Able to demonstrate a flexible, innovative and positive approach
- Commitment to continuous professional development
- Have a strong "can do" attitude with a strong customer focus
- An understanding of, and commitment to Equal Opportunities, and the ability to apply this to all situations
- Understanding of the capabilities of ICT to meet business needs
- Able to plan own work on a day to day basis
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
Kettering General Hospital NHS Foundation Trust
Address
Kettering General Hospital
Rothwell Road
Kettering
NN16 8UZ
https://www.kgh.nhs.uk/working-for-us
- Company
- Kettering General Hospital NHS Foundation Trust
- Location
- Kettering, United Kingdom NN16 8UZ
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted
- Company
- Kettering General Hospital NHS Foundation Trust
- Location
- Kettering, United Kingdom NN16 8UZ
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted