Band 4 IT Service Centre Analyst - Service Desk
Job summary
The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.
As a member of the team IT Service Centre team, reporting to the IT Service Desk Team Leader, the post holder will provide a responsive, customer focussed service, providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed.
Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective first line Incident management and request fulfilment, within agreed service level agreements and targets.
Main duties of the job
This role is aligned to the Skills for the Information Age (SFIA) Version 9
Customer Service Support CSMG Level 3
*Acts as the routine contact point, receiving and handling requests for support.
*Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
*Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
*Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
Application Support ASUP Level 3
*Follows agreed procedures to identify and resolve issues with applications.
*Uses application management software and tools to collect agreed performance statistics.
*Carries out agreed applications maintenance tasks.
Incident Management USUP Level 3
*Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
*Advises relevant persons of actions taken.
General IT Duties
Communication and Relationship Skills
*Enhanced level of communication and people skills with the ability to utilise empathy and listening skills.
*Ability to communicate effectively to both technical and non-technical audiences.
*Attention to detail, with ability to absorb and translate technical and non-technical information.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
- *A Level / IT related NVQ Level 3 or similar accredited vocational workrelated IT qualification.
- *CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
- *Advanced ECDL or equivalent knowledge.
- *ITIL Foundation Certificate or equivalent.
- *Technical IT degree qualification desirable.
- *Office365 qualifications
Experience
- *Experience providing application support within an ICT environment.
- *Extensive experience of working within defined Service Level. Agreements & Service Level Targets.
- *High level of understanding of ITIL processes and Service Management best practice framework.
- *Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
- *Experience in troubleshooting Office365 applications
Additional Criteria
- *Enhanced level of Communication/people skills with the ability to utilise empathy and listening skills.
- *Ability to communicate effectively to both technical and non-technical audiences
- *Attention to detail, with ability to absorb and translate technical and non-technical information
- *Ability to accurately record and document information & facts
- *Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
- *A positive outlook with ability to use initiative and contribute as part of a team
- *Customer focussed with excellent interpersonal skills both verbal and written
- *Ability to remain calm under pressure
- *Flexibility with ability to respond positively to changing circumstances and conditions.
- *Self-motivation with commitment drive & enthusiasm
- *Ability to work as part of a team or on own initiative
- *Flexibility to work Shifts as per Support Cover Rota
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
University Hospitals Birmingham NHS Foundation Trust
Address
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
United Kingdom
Employer's website
https://www.uhb.nhs.uk/jobs.htm