IT Service Desk Analyst

Job description

Job responsibilities

Service Desk/Support operations

The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the IT Service Desk Manager. This will include but not be limited to the following activities:

Logging, ownership and management of IT incidents allocated and /or reported by Trust staff. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards. The accurate and timely logging of all information is essential.

The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices

Applications

The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.

Hardware

The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices.

Documentation

The post holder will assist with the following activities: The creation and on-going maintenance of knowledge databases used within the group.

The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.

Communication

Effective and timely communications is an essential activity of the role and the IT Service Desk Analyst will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include: Communicating the progress of logged incidents, problems and changes.

Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).

Training

The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures.

Service Improvement

The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service Desk.

Other

The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:

Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.

Provision of new user accounts for IT systems, including, but not limited to, Active Directory, Exchange, the Trusts PAS/eCARE, Pathology Systems, Radiology Systems etc.

Registration Authority

Assist with the delivery of a Registration Authority for the Trust

General IT

Will be required, from time to time, to work outside normal working hours (including early and late weekdays, as well as weekends) to perform, but not limited to, systems installation, upgrades, maintenance and moves. It should also be noted that the IT Department may at some time move towards a 7 day working pattern, with extended opening hours. As a result staff may be asked to adjust their working hours accordingly.

Staff may be required to join an on-call rota, to support the Trust out of hours.

Please refer to the Job Description for further details

Person Specification

Qualifications and knowledge

• Good GCSEs.
• Evidence of continual personal development.

• IT Related NVQ Level 4 or A Levels (or equivalent qualification/relevant experience).
• Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience

Experience

• Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
• Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
• Previous experience working in a Customer Service / Service Desk Role
• Understanding of ITIL.

• Experience in the IT industry
• Previous experience of using Service Desk Management Tools.
• Previous experience of using Microsoft administration tools.

Skills

• Sound analytical and problem solving skills
• Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
• Commitment to continuous professional development personally
• Ability to work without direct supervision

Personal and people development

• Ability to remain calm and composed in high pressure situations
• Self-motivated and able to work to tight deadlines with a flexible approach to work.
• Able to form good working relationships with staff in the Trust and partner organisations.
• Willing to develop own skills and knowledge.
• Ability to work as a member of a team
• Excellent inter-personal skills
• Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected

Communication

• Ability to interpret and communicate complex technical information to both technical and non-technical staff
• Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
• Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff

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

Milton Keynes University Hospital NHS Foundation Trust

Address

IT Technical Services (Dept)

Milton Keynes

MK6 5LD

Employer's website

https://www.mkuh.nhs.uk/working-at-mkuh