ICT Service Desk Analyst
Job summary
The role is a highly customer focused technical role, providing 1st line desktop support and 2nd line fix to machines such as PCs, laptops and networked devices like label printers.
The jobholder will support over 14,000 clinical and non-clinical staff across the Trust, providing telephone, email, face-to-face and remote desktop support.
The role may also include travel to other sites across Southeast London and Kent as necessary to support, instruct and train Trust ICT users.
The postholder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters. Logging and managing ICT Service Desk calls, and ensuring information is processed in accordance with Trust policies, procedures and SLAs. It's an on site role.
Main duties of the job
Candidate will be responsible for diagnosing and resolving issues arising across the Trust for all ICT equipment, answering calls on the ICT Service Desk and logging them, resolving issues at first contact or escalate to appropriate teams
Provide and receive simple to complex information, perform fault diagnoses, rectification, upgrade, installation and configuration of PC hardware or software, laptops and some printer problems for Trust users.
The successful candidate will:
Ensure specialist or complex ICT information or support requests are analysed, investigated and processed in accordance with policies and procedures
Ensure incidents and problems are recorded within the Halo Service Desk software ensuring customer satisfaction through listening and feedback
Maintain the appropriate technical knowledge level to ensure they can provide the best service to users
Maintain user ICT accounts and system rights for networked and clinical systems in accordance with the weekly rota
Support the maintenance of computer hardware e.g. desktops & printers
Reset passwords and transfer/accept accounts for users of NHS.net e-mail
Input and manipulate data and information within the Halo Service Desk database, Active Directory and other systems as required
Follow the direction, advice and leadership of their end user support team leader
About us
The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King's Strategy - 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King's, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
The successful candidate will be educated to HND level and be able to demonstrate a good track record of ICT hardware & software support in a Microsoft Networking environment.
The following criteria is essential:
Operating Systems - Windows 11 setup and builds.
Experience of Active Directory and Microsoft Endpoint Configuration Manager
Microsoft Office including MS Outlook 2016and 365
Excellent ICT diagnostics & PC troubleshooting skills
ITIL Certification/ Experience of ITIL Components and processes
Microsoft Certified Qualification
Team working in a demanding environment
Experience of working in an ICT environment preferably within the NHS or a similarly complex organisation
Experience of working on complex IT projects and management thereof.
The following criteria is desirable:
At least one MCP qualification
Experience & knowledge of working in an NHS environment
MS Windows Server experience
Networking exposure
Mobile technology (smart phones and tablet devices)
The ideal candidate will be able to work effectively on their own, under pressure of deadlines & be able to prioritise your own workload as well as working within a team taking instruction, and be able to interact with a wide range of people including non-technical users, managers, suppliers, contractors, facilities management & medical staff.It is essential that in addition to great technical skills the successful candidate will have excellent communication & interpersonal skills with the ability to express themselves effectively both verbally & in writing.
Please refer to the Job Description for the full requirements for this role.
Person Specification
Education & Qualifications
- Educated to a minimum of HND or equivalent relevant experience
- Microsoft Server 2016 or above
- ITIL qualification
- At least one Microsoft Certified qualification
Knowledge & Experience
- Intelligence based on analytical and complex technical problem-solving skills
- Experience of ITIL components and processes
- Experience working in a team
- Experience working in a complex computer network environment and ICT projects, ideally within the NHS
- Experience of Microsoft Desktop and Network Operating Systems (W7, W10, Office 2013, 2016), Active Directory and Desktop hardware, in particular Dell. Knowledge of Networking protocols TCP/IP, DHCP, DNS.
- Mobile technology (based on Cisco Wireless)
- Cisco Infrastructure exposure
- Knowledge of hardware, network, servers and desktop equipment configuration and general hardware management for the Trust
- Experience & knowledge of working in an NHS environment
Skills & competencies
- Ability to provide and present information ranging from simple to complex to an audience of any size that will contain listeners of differing levels of understanding and seniority
- Ability to analyse, investigate and resolve simple to complex queries
- Ability to accurately produce written documents relating to support procedures
- Ability to work with and deliver within a fixed timescale
- Willingness and technical ability to 'roll-up the shirt sleeves' and deliver
- Communication skills (oral and written) - the ability to communicate clearly and effectively within the local organisation at all levels of understanding
- Ability to manage and undertake formal testing activities
- A systematic, disciplined and analytical approach to problem solving
- Ability to maintain a calm, rational and organised approach to tasks when under pressure
- Requirement to concentrate for long periods when answering queries from staff, analysing data and developing systems
- Use of a VDU and keyboard to a high degree of accuracy and skill
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
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust (Cross Site)
Denmark Hill
London
SE5 9RS
United Kingdom
Employer's website
https://www.kch.nhs.uk/