Band 4 IT Service Desk Analyst - Bath
Job summary
An opportunity has arisen for an IT Service Desk Analyst to join the Trust's busy IT Service Desk. The successful candidate will become a key member of our team, ensuring smooth operations and providing excellent user support. Prior experience of working on a Service Desk in an NHS environment would be advantageous.
Applicants must be located within practical commuting proximity to Bath and must be available for in-person attendance at our Bath site for work duties, training sessions, and meetings as required.
Right to Work in the UK This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the legal right to work in the UK at the time of application, as the organisation is unable to support sponsorship for this post.
Main duties of the job
On a day-to-day basis as a member of the Service Desk Team, responding to and resolving users' problems and queries relating to IT systems used throughout the Trust. Taking receipt of Service Desk support requests (primarily telephone but also email, written and in person) and logging them, either for resolution within the Service Desk Team or for escalation to other more specialised areas of the IT Department. Acting as a central point of contact within the IT Department, providing assistance to usersto enable them to make effective use of available software and hardware.
Configuration and support of the Trust's desktop systems. Investigating and resolving problems and providing information about hardware and software used within the Trust.
Desktop Software currently used includes the following: MS Windows XP; MS Office applications (amongst them Word, Excel, PowerPoint, Outlook); plus various specialist software packages used throughout the Trust.
Ensure that the Trust's IT asset and user databases are kept accurate and up-to-date. This includes administration of user's computer accounts (creation/modification and deletion), changing passwords, changing user's workgroup membership.
Providing telephone or face-to-face training with the users of the Trust IT system as and when required.
Providing one-to-one training sessions, Induction Training for new users and facilitating Service Desk
Please see Job Description for full details
About us
We are the lead provider of healthcare for people with serious mental illness, learning disabilities and autism across Bath and North East Somerset (BaNES), Swindon and Wiltshire, and Bristol, North Somerset and South Gloucestershire.
We aim to provide High Quality, Compassionate Care everywhere, every day. This means our services will be safe, clinically effective and provide a positive all round experience for our patients, families and carers. And we believe passionately in treating everyone with kindness, respect and empathy.Key to this is providing a supportive and safe environment for our 4,000 staff where we all feel welcome and able to do the best we can for those we support. Our staff and teams work incredibly hard delivering services across more than 90 locations, covering 2,200miles, to more than 1.8million people.At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
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 10/11, 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.
Technical Administration To ensure that all required system administration activities are carried out in a structured and timely manner.
Service Desk
To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.
To provide excellent customer service at all times (e.g. call answering and on emails).
Other
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.
Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.
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.
Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
Maintains the Trust's desktop hardware and software to required standards.
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.
Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.
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.
Provides expert guidance/advice and acts as a mentor to less experienced colleagues.
Implements policies for own work area and proposes changes to working practices or procedures for own work area.
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.
Please see Job Description for full details
Person Specification
Qualification
- GSCE A-C in Maths and English, or evidence of successful secondary education
- ITIL Qualification
- Degree/Higher Education related to IT
- Additional courses 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 10/11, 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 fast paced environment
- Experience with NHS systems and processes
- Experience working to deadline/SLA's
Communication
- Written and verbal communication skills
- 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.
Employer details
Employer name
Avon & Wiltshire Mental Health Partnership NHS Trust
Address
Bath NHS House
Newbridge Hill
Bath
BA1 3QE
United Kingdom
Employer's website
http://www.awp.nhs.uk/about-us/working-for-us/