Service Desk Analyst
Job summary
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service.
Main duties of the job
Customer service managemento Resolve user requests to a minimum of the agreed service level agreement o Empathise with the end user Use customer-focused metrics to achieve a satisfying outcomeo Ownership and initiativeo Own an issue until a new owner has been found or the problem has been mitigated or resolved Service focuso Show an awareness of different products and servicesAsset and configuration managemento Track log and correct information to protect assets and components continual service improvement.o Show an awareness of developing process efficiency and common ways in which processes are optimised.o Support specific activities to improve development processes.o Spot or identify obvious deficiencies.
The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.
About us
At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:
o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
This role is part of the IT Operations, who are responsible for: Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users As IT subject matter experts, contributing to the design and development of new products and services Improving user experience in our systems and processes Proactively maintaining our IT service portfolio and reducing technical debtTechnical understanding Show an awareness of the relevant subject matter and a high-level understanding of what it involves User focus Show an awareness or understanding of user experience analysis and its principles Explain the purpose of user stories and the focus on user needsOther Duties Participate in the on-call service Occasional work may be required outside of core business hours to support major projects/programs All other reasonable requests
Person Specification
Experience / knowledge
- Demonstrable experience in similar role
- Experience in IT across range of areas
- Hardware suport experience
- Desktop support Experience
- Printer troubleshooting experience
- Active Directory
- Up to date IT knowledge
- Good knowledge of MS products
- Excellent Keyboard Skills
- ITIL Foundation
- MS Exchange
- MCSA
- Experience in healthcare
Experience and Education
- Previous Service Desk Experience
- ITIL qualification
Skills and Knowledge
- Team working and working under pressure
- Contributing to Training needs
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
Moorfields Eye Hospital NHS Foundation Trust
Address
City Road, Kemp House
152–160 City Road
London
EC1V 2PD
Employer's website
https://www.moorfields.nhs.uk/work-for-us
- Company
- Moorfields Eye Hospital NHS Foundation Trust
- Location
- London, United Kingdom EC1V 2PD
- Employment Type
- Fixed-Term
- Salary
- £33094.00 - £36195.00 a year
- Posted
- Company
- Moorfields Eye Hospital NHS Foundation Trust
- Location
- London, United Kingdom EC1V 2PD
- Employment Type
- Fixed-Term
- Salary
- £33094.00 - £36195.00 a year
- Posted