Service Desk Analyst
Job summary
Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalate through the functional and hierarchical escalation paths. In support of senior colleagues, you will assist and train junior team members and new starters.
This post is fixed term for 12 months to meet the needs of the service.
Main duties of the job
Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users and operations staff and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
About us
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Communication & Team working Communicate effectively with users at all levels, explaining technical information clearly and professionally. Work collaboratively with others to achieve a common goal. Log all calls accurately in the IT service management system and ensure timely updates to users.Knowledge Training and ExperienceAware of the IT environment relating to own sphere of work, including both technical and clinical platforms.Aware of the business environment relating to own sphere of work, such as customers, suppliers and partners.Familiar with tools or systems which provide security access control (i.e. Active Directory).Technical or functional understanding of clinical applications and software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support.Apply specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.Analytical & Judgemental SkillsAnalyses situations/information by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.Maintain records, inform users about the process and, following agreed procedures, advise relevant persons of actions taken.Planning and organisational skillsFamiliar with methods and techniques for making effective use of own time.Planning tasks and activities - Checking progress against targets, taking action to resolve exceptions/ issues, report and escalate where necessary.Physical SkillsAdvanced keyboard skills required for inputting and manipulating dataPolicy/Service DevelopmentImplements policies and propose changes to practices, procedures for own area.Comply with all relevant information and data security policies and procedures and comment on process where needed.Support service policies and procedures that affect the organisation.Contribute towards the Digital Strategy affecting the whole organisationFinancial & Physical ResourcesResponsible for the proper and safe use of IT equipment by usersResponsible for remote software Installation, repair and maintenance of IT assetsHuman ResourcesWork with all stakeholders and users to realise maximum efficiency of digital services.Be familiar with and adhere to all policies of the Health Board.Demonstrate the post activities to new or less experienced staff.Information ResourcesMakes modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users or operations staff and creating or updating documentationResearch & Development Aware of the purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Contribute to the Health Boards overall transformation programme. Assist in the implementation of effective services to evaluate and measure other additional benefits.Freedom to ActWorks on own initiative. Escalating and referring to manager for reference when necessaryFollows agreed procedures, receive and respond to common requests for service by providing information to enable fulfilment. Promptly allocate unresolved calls as appropriate.Governance, Compliance, Data & ConfidentialityAware of methods and techniques for the assessment and management of business risk including safety-related risk.Familiar with information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data, and manage the risks related to the use, processing, storage, and transmission of information.Continuing Professional DevelopmentCreate a personal development plan annually as part of the PADR process.Ensure continuation of personal development including leadership skills, through appropriate formal and informal training as and when necessary.Keep up to date with legislation in relation to GDPR (General Data Protection Regulation) and NISD (Network Information Systems Directive), Caldicott principles, and confidentiality, Human Rights Act, Freedom of Information Act etc. and the latest policies.Keep up to date on National Informatics Health Care strategies.NOTESThis Job Description is an outline of the key tasks and responsibilities of the post, it is not an exhaustive list and may change over time to reflect the developing needs of the Health Board and its services, as well as the personal development needs of the post holder. The post holder may be required to undertake additional duties, as required by the Health Board Chief Executive.The post holder is expected to work with the minimum of supervision and may be expected to deal with other duties appropriate to their level and post. The post holder is required to comply with Health Boards Code of Business Conduct and the NHS Managers Code of Conduct, and operational and health and safety instructions, service policies, Health Board Standing Orders, and national circulars as appropriate.The role may require participation in an on-call service.
Person Specification
Other
- Ability to travel between sites in a timely manner.
- Ability to participate in On-Call rotation.
Qualifications and Knowledge
- Educated to diploma level or equivalent demonstrable knowledge and experience
- Working knowledge of clinical IT systems in use within the Health Board.
- IT software workings, Microsoft Office.
- Service Management qualification i.e. ITIL Foundation.
- IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate.
Experience
- Previous experience of delivering objectives.
- An understanding of user requirements and implementing Change Management.
- Experience of delivering outcomes within tight timescales.
- Experience of using computerised clinical and administrative information systems.
- Experience of working in an NHS environment.
- Experience of working in a clinical or ICT environment.
Skills and Attributes
- Effective interpersonal and communication skills (written and verbal).
- Strong organisational and planning skills.
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self.
- Cares about the service and service continuity and is willing to go the extra mile when necessary.
- Able to meet travel requirements of the role.
- Flexible approach and adaptable to meet all aspects of the work.
- Proactive and dedicated to completing tasks.
- Ability to communicate with all levels of the organisation.
- Ability to speak Welsh.
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
Aneurin Bevan University Health Board
Address
Ty Gwent
Llantarnam Industrial Park
Cwmbran
NP44 3HR
Employer's website
https://abuhb.nhs.wales/