Digital Service Desk Analyst B4

Job summary

Are you a passionate IT Service Desk analyst eager to embrace a new opportunity within the NHS?
Do you thrive on solving intricate IT problems?

We are seeking IT Service Desk Analysts to join our dedicated team, helping us meet the needs of our bustling hospital services in Guildford and nearby areas. As a Digital Service Desk Analyst, you will serve as the initial point of contact between Trust users and the IT Department, managing all first-line technical support issues. Your responsibilities will include logging, prioritising, and advancing calls until they are resolved, always striving to meet our customers' expectations. Could this be your next role?

While familiarity with NHS environments and systems is advantageous, comprehensive on-the-job training will be provided to the successful applicant. Based in Guildford, Surrey, the role requires a flexible approach with core hours from 8.00am to 5.00pm, Monday to Friday, working up to 37.5 hours per week within a shift pattern.

Main duties of the job

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites.

The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

A video about the Royal Surrey - https://www.youtube.com/watch v=R96pMboIYdo

Job description

Job responsibilities

Please see the attached Job Description and Person Specification

To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.

Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.

To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.

To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.

Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues

Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides

To Create and maintain user network accounts in Active Directory and other supported applications

Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.

Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.

Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the market place.

Undertake any other duties which may be reasonably required by their line manager.

Person Specification

Qualifications

Essential

Degree level education or equivalent specialist knowledge acquired through relevant experience

Desirable

Qualification in Customer Service/telephone training
Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
ITIL Foundation Certificate in IT Service Management

Knowledge and Experience

Essential

Min 1 year experience of working on an IT Service Desk or similar technical support environment
Experience of operating within Service Level Agreements and following working policies and procedures
Use of Service Management and Helpdesk software
Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
Excellent knowledge of PC architecture and peripherals
Basic networking and telephony knowledge e.g VOIP
Proficient in the use of Active Directory
Knowledge and experience of troubleshooting Microsoft & Apple technologies e.g Win10, O365, Teams, iPads/iPhones
Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
Ability to flexibly cover the assigned hours of support
Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
Enthusiastic, innovative and self-motivated

Desirable

Experience of working in Healthcare

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

Royal Surrey NHS Foundation Trust

Address

Royal Surrey

Egerton Road

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/

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