Service Desk Analyst

Job summary

1 full time fixed term contract for up to 12 months

The Digital Services Team in the Trust leads on digital strategy, development, co-ordination, planning, projects, and programme management for all Digital and supporting functions.

This role forms part of the IT Operations Team within the wider Digital Service as part of the IT and Clinical Systems Service Desk managing day-to-day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. Support is provided in person, over the phone, and through various communication channels including email, the ITSM self-service portal, and remote access tools.

The role will have a focus on supporting colleagues as the organisation migrates from a local Microsoft 365 email tenant to the NHS central tenant.

The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems and service requests through to resolution.

The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT and Clinical Systems and Operations, liaising directly with any other team as required.

The service desk analyst will act as a point of contact for users. They will manage issues through to resolution.

Main duties of the job

To ensure the provision of a high-quality customer focused IT & CS Support Service providing a single point of contact to all staff of the trust.

• Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
• To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.
• Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements
• Support customers to trouble shoot and provide a 'first time fix'.
• Escalate problems to the most appropriate team or organization if unable to provide resolution.
• Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
• Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
• Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent 'front of house' function for the department.
• Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff or customer organisations.
• Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets.

About us

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.