Service Desk Analyst

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Band 3 - Salary 24937 - 26598

Full-time - 37.5 hours per week

We are looking for an outstanding candidate who will help improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service within the Information Technology (IT) function. Working as one service to minimise the impact of IT services affecting service users and on patient care support services and management by:

• Providing first-line single point of contact for IT service users dealing with technical issues and requests as required through to resolution.
• Resolving maximum number of incidents at first contact within agreed timescales in line with service agreements.
• Where relevant escalation calls to second-line service desk staff.

Your Responsibilities: 

1. Be the first point of contact for IT service users dealing with all types of queries requests for service and incident logging.
2. Log all support interactions accurately ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
3. Assist with user account management tasks including user provisioning access permissions and account maintenance.
4. Use technical skills and expertise to resolve identified IT issues and requests either over the telephone or via remote support technologies.
5. Work as a team forming part of an IT service desk supporting a wide range of IT systems.
6. Provide excellent customer service ensuring a positive and professional experience for service users seeking assistance.
7. Maintain personal and professional development to meet the changing demands of the job participate in appropriate training activities.
8. Adhere to Trust policies and procedures as required.
9. Occasionally be required to work flexibly to meet the demands of the service.
10. Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998.

Specific Core Functions

You will be expected to undertake the following responsibilities:

Customer Support

1. Be the first point of contact for IT service users dealing with all types of queries requests for service and incident logging ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
2. Provide a first-line support service following triage guidelines ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
3. Route services request such as changes and procurements to the correct support group.
4. Keep up to date with new service level agreements and processes to maintain a consistent effective and efficient service delivery to service users.
5. Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
6. Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
7. Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software assisting in resolved tickets at first contact where possible.
8. Where necessary allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress through to resolution.
9. Carry out team administrative tasks as required including inventory surveys and assets register updates.

For further details of this role please refer to enclosed Job Description before making your application. 

Qualifications :

Qualifications

Desirable

•  Formal IT qualification (e.g. HND in IT Microsoft Specialist
•  ITIL Foundation Certificate

Experience

Essential 

• Demonstrable communications and customer services skills in a workplace environment
• Working knowledge of Information Technology products
• Experience in the use of Windows operating systems and office 365

Additional Information :

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery access to our free Beach Hut for those long summer days our on-site Wellness Centre including a gym and a swimming pool access to our fantastic staff networks including LGBTQ Race Equality and Disability and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

Remote Work :

No

Employment Type :

Full-time