Service Desk Analyst

Job description

Job responsibilities

Main Duties and Responsibilities

Using Trust telephony and email systems, follow agreed protocols to respond to telephone calls and emails from users, whilst recording these within the Trust incident management system.

Maintain appropriate records of all contact made whilst logging and responding to calls/ emails;Including providing feedback to the end users on the progress of their incident/ request on a regular basis through the lifecycle of the call.

Maintain agreed service standards on the timeliness and quality of service provided by ICT Service Desk.

Ensure that calls and e-mails to the ICT Service Desk are recorded correctly and monitored for progress, escalating any potential problems of a serious or sensitive nature to the appropriate manager.

Communication and Relationship Skills

Work closely with the other areas of Digital Portfolio to support end user issues and problem resolution.

To ensure effective communication between the ICT Service Desk and departmental resolver teams, ICT teams, the Trust and Third Parties; including the provision and receipt of complex or sensitive information.

To communicate complex technical issues in language relative to the end user.

To actively promote the Digital Portfolio, including assisting with quality assurance and customersatisfaction surveys.

Create documentation of new systems to help the ICT Service Desk provide 1st line support to for thesystem. This includes supporting and training colleagues.

Show empathy and understanding when dealing with IT shy users whilst providing guidance in line with users abilities.

Analytical and Judgemental Skills

Using departmental guidelines and protocols, actively troubleshoot and / or document to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled in a professional and customer sensitive manner.

Using your knowledge of policies, procedures and IT to provide users with realistic and implementable alternatives.

Provide feedback and input to the development of new guidelines or procedures.

Person Specification

Education, Training & Qualifications

• Diploma in IT or higher/ or equivalent
• GCSEs in English Language (or equivalent) and Mathematics at grade C or above
• NVQ II in Customer Care or IT related subject
• European Computer Driving License or equivalent IT qualification
• Able to liaise with people in a professional manner at all levels including staff within NGH and other Trusts and members of the general public and outside agencies

• ITIL Foundation in Service Management
• CompTIA A+
• CompTIA N+
• MCSA in Window 10 - installing & Troubleshooting

Knowledge & Experience

• Experience of providing telephone support to customers in a busy office / call centre or similar environment
• Experienced in using guidelines alongside own initiative when dealing with customer's requests and queries
• Working to defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
• European Computer Driving License or equivalent IT qualification

• Experience of working with technical and professional staff
• Experience of delivering ICT service desk support
• Experience of working in a hospital or other NHS setting
• Working in an ITIL environmen

Skills

• Good keyboard skills with attention to detail
• Attention to detail with excellent written English
• Good analytical/ problem solving skills
• Strong interpersonal skills to work with team members to achieved agreed objectives
• Ability to work without close supervision
• PC installation and refresh
• First line PC support using remote Admin Tools
• Able to work flexibly in a fast moving work environment

• Familiar with basic PC hardware components and functionality
• Capable of acquiring an understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
• Ability to provide concise documentation
• On-site Desktop Support
• Excellent organisational skills

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Northampton General Hospital

Address

Kettering General Hospital

Rothwell Road

Kettering

NN16 8UZ

https://www.northamptongeneral.nhs.uk/Home.aspx