Job Description: A rare opportunity has arisen for a service desk analyst to join a well-established ICT team for an award winning NHS Trust. The successful applicant will have experience of working on a large scale service desk catering for thousands of employees. If this sounds like you then this could be the role for you!
Working within a Service Management Framework as part of the ICT Team you will provide first and second line fault finding services and IT resolutions. The remit of the IT department covers desktop PCs; Laptops; desk phones; mobile phones and underlying infrastructure.
Your customer service skills are of equal importance to your technical knowledge as you will be required to provide direct customer support both over the telephone and in person.
You will support the IT Team Leader to ensure high levels of Customer service are achieved and maintained and that the Service Level Agreements are met.
1. Main duties:
3.1 Hours of work
36 hours per week on a shift basis from Monday to Friday, excluding bank holidays. Flexibility to cover shifts between 07:45 and 17:00.
Resolving tickets at first point of contact wherever possible/appropriate, or assigning to the relevant team queue for completion.
Identification and escalation of high priority/urgent issues to relevant personnel.
Incident & Problem Management
Accurately recording information from customers, providing sufficient information for timely completion of incidents and requests.
3.2 Communication
Liaising with other teams within IM&T as required, including IT, Clinical Systems Support, Systems Development, Web Development and Training.
Compliance with Trust policies including Information Governance, Data Protection and IT Security while ensuring that users of Trust equipment and systems do the same.
Providing communication to customers throughout the lifecycle of active tickets.
3.3 Maintaining
Working from existing knowledge base articles and contributing content where appropriate.
Managing the appropriate support queue in the Service Desk Incident Management system. That is
Taking responsibility for achieving the designated Service Levels assigned to the incident
Prioritising Incidents appropriately based on the severity of the incident and local knowledge.
Updating calls regularly
Resolving calls in a timely manner
Keeping users updated
Take ownership of incidents and Requests assigned to your queue
Assist the IT Team Leader and Network Manager as required to produce and maintain documentation. This documentation to include but not be limited to
Desktop Software
Installation and Configuration Documentation
Asset Management Procedures
Encryption Procedure
Desktop and Laptop installation procedures
Disposal Process
End User documentation
Ensure that any Desktop or Laptop that is attended has the appropriate settings and that these are functioning correctly:
Anti-Virus software
End Point Security software
Proxy settings
encryption
Remote control and software delivery software
To be aware of and ensure that users are where possible forced to comply with the Trusts policies with regards to security.
3.4 Strategic
Due to the large volume of applications we receive, it is only possible to respond to shortlisted applicants. If you have not been contacted within 5 working days of your application then on this occasion your application has not been successful
Job Title: Service Desk Analyst (NHS)
Job Type: Contract
Location: BD18, Saltaire, Bradford
Salary: £12.35/hour
Company: CV-Library
Category: IT
Benefits:
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