Service Desk Analyst
Job summary
The Service Desk is the first point of contact for over 23,500 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care.
Main duties of the job
In addition to the below summary you need to familiarise yourself with full job description and person specification documents attached to this advert.
This challenging and enjoyable role requires excellent oral and written communication skills, a high degree of problem solving and someone who can perform to a high standard in a demanding call centre-type environment.
The post holder should have a passion for IT, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service.
Where possible the post holder will aim to resolve incidents at first line using knowledge articles and tools such as remote desktop products but where required will escalate to the appropriate 2ndand 3rdline teams including to 3rdparty suppliers where necessary.
The current operational hours are 7am - 6pm Monday to Friday excluding bank holidays.
About us
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Job description
Job responsibilities
To take ownership of receiving and recording incidents and service requests, presented through a variety of mediums (face to face, phone, self-service, email) for a wide range of customers who use Nottingham University Hospital systems.
To provide first line support via analysing and diagnosing as they are reported to the Service Desk, ensuring all relevant information is captured and recorded whilst resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this.
Categorise and prioritise incidents and service requests ensuring all issues are resolved within contracted Operational Level Agreements (OLA)
Having a broad understanding of all IT support services, this will make a Service Desk Analyst effective when making decisions to triage requests efficiently and appropriately
Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request. The incumbent will be expected to convey complex technical information to members of staff in a non-technical fashion
To ensure that incidents not resolvable at first-line are escalated to the appropriate second-line teams/3rd party suppliers for further investigation.
To initiate procedures to contact off-site support and progress 3rd Party calls to completion.
Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.
To initiate the appropriate IT escalation process and ensure the Service Desk Team Leader is updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email
To escalate existing logs in the system where customers have not received updates.
To assist the IT Service Operations Manager in attaining to Key Performance Indicators (KPIs) set for the Service Desk.
Collating information ready for analysis by other support teams or management.
Monitor and highlight requests which could potentially breach service levels and proactively monitor progress of such requests.
Be aware of and follow escalation procedures appropriately, ensuring senior management are made aware of any high priority issues that require the attention of specialist teams.
Become familiar with the scope of the IT service by understanding the basic IT infrastructure and applications that are in use throughout the organisation.
Develop excellent IT skills to provide 1st line support including the use of remote monitoring and administration software.
Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action. Any recurring problems should be flagged with senior management and the necessary actions completed on the call logging system.
Make procedural recommendations to assist in the smooth running of the Service and assist with the development and maintenance of quality standards for the department. Participate in the rotational rota, covering the hours of 7.00 a.m. 6.00 p.m. Monday to Friday including bank/public holidays as outlined by the Service Desk Team Leader.
Implement and adopt new ways of working to support our user base more efficient and effectively while focussing on improving the first-fix-rate of requests.
Ability to lead on high priority incidents and requests to ensure a quick resolution or workaround.
To take ownership of Directory Manager for new accounts uploaded from ESR, renames, add accounts, and amend end dates ensuring that the data entered is correct.
Perform NHS mail local administration duties, including mailbox creations, updating and adding distribution groups, unlocking NHS mail accounts and password resets.
To maintain a professional service to all users of the Service Desk and to be proactive in your support of those users.
To continue to look for ways to improve the service we give our customers through feedback and continual service improvement events.
To adhere to the Data Protection Act, confidentiality and Information Governance requirements of the hospital
Contribute to Service Desk service improvement
To be part of a 24/7 on call rota for the Service Desk
Any other duties as determined appropriate by the IT Service Operations Manager and the Service Desk Team leader.
Person Specification
Experience
- Experience in either a first line support or call centre
- Experience in support Microsoft products and OS
- Working within SLA/OLA to deliver agreed KPI
- Experience with NHS.net connect
- Experience with Ivanti Service Manager
- Experience working in the healthcare organisation
Communication and relationship skills
- Strong customer service focus
- Ability to interpret information
- Excellent communication and interpersonal skills
- Ability to work flexibly both as part of a team or on own initiative
Analytical and judgement skills
- Ability to problem solve
- Remain calm under pressure
- Priortise workload
Physical skills
- Long periods of computer and telephone use
- Periods of concentration
- Advanced keyboard skills
Qualifications
- Good general education to A Level standard
- ITIL overview or qualification
- NVQ Level 2 in Customer services
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
Nottingham University Hospitals NHS Trusts
Address
Queens Medical Centre
Derby Roard
Nottingham
NG7 2UH
Employer's website
https://www.nuh.nhs.uk/