Job summary
An
exciting opportunity has arisen for a Service Desk Analyst position within Your
Healthcare's busy IT Service Desk Team. The successful
applicant will work within a team of seven on the Service Desk providing 1st
and 2nd line remote support, to over 2,000 staff across 28 organisations.
Your Healthcare is looking for a dedicated, organised and self-motivated person with the ability to work under pressure whilst remaining professional at all times. The successful candidate will be a quick learner, have good ability to use their own initiative good analytical thinking skills
Main duties of the job
Being
a small team, you will get excellent opportunities to work with technologies and
systems that you may not have access to in a larger team. You should apply for
this position if you want to join a friendly team, want to learn and have excellent
communication skills.
Applicants
should have a knowledge of Microsoft Operating Systems and Applications, TCP/IP
technologies and IT Security. Knowledge of the iTIL processes are desirable.
About us
Your Healthcare CIC, is part of the NHS family of organisations delivering high quality and user led health and social care services within Kingston and Richmond. Our status as a Community Interest Company allows us to invest any surplus back into clinical services, where it is needed most. We have all the advantages of the NHS (e.g. AFC pay scales, pension scheme and high cost area supplement) coupled with an innovative, responsive and flexible approach to service delivery and development. We encourage our staff members to use their freedoms to continually improve services and themselves.
The organisation offers:
- Access to the NHS Pension Scheme
- Career Development
- Staff Discounts
Job description
Job responsibilities
The post holder will:
Operation
-
Provide
1st line support, assistance, and advice to staff with queries and problems in
the use of the IT infrastructure.
-
Analyse
and diagnose support incidents as they are reported to the Service Desk,
ensuring all relevant information is captured and recorded.
-
Own
incidents throughout their lifecycle, keeping staff updated and ensuring
progress is tracked when with other parties.
-
Undertake
system access administration including creation of new user accounts, email
and file storage administration, etc.
-
Perform
operational tasks (including backups and proactive system monitoring).
-
Plan
and organise own work schedule with the role.
-
Contribute
to Service Desk service improvement.
Communication
& Relationships
-
Communicate,
both written and verbally, to customers, colleagues and suppliers alike, ensuring
that requirements and solutions are understood.
-
Be
able to understand and complete instructions within the timescales given.
-
Manage
the expectations of all contacts.
Information
Resources
-
Maintain
the IT Service Management (ITSM) system and monitoring all tickets (Incidents)
within to ensure updates are recorded and SLAs are not breached.
-
Ensure
asset management of equipment and information.
-
Contribute
to and maintain procedures internal to the department.
Physical and
Mental Effort
-
Manual
Handling of IT Equipment in a safe manner.
-
Long
periods of computer and telephone use.
-
Periods
of concentration.
-
Remain
calm and constructive when communicating with all stakeholders at all times.
Information
Governance
-
To
adhere to Your Healthcares and national policies in relation to data
protection at all times.
-
To
ensure compliance with all information governance requirements at all times.
-
Follow
regulations in secure disposal of WEEE and data.
Job description
Job responsibilities
The post holder will:
Operation
-
Provide
1st line support, assistance, and advice to staff with queries and problems in
the use of the IT infrastructure.
-
Analyse
and diagnose support incidents as they are reported to the Service Desk,
ensuring all relevant information is captured and recorded.
-
Own
incidents throughout their lifecycle, keeping staff updated and ensuring
progress is tracked when with other parties.
-
Undertake
system access administration including creation of new user accounts, email
and file storage administration, etc.
-
Perform
operational tasks (including backups and proactive system monitoring).
-
Plan
and organise own work schedule with the role.
-
Contribute
to Service Desk service improvement.
Communication
& Relationships
-
Communicate,
both written and verbally, to customers, colleagues and suppliers alike, ensuring
that requirements and solutions are understood.
-
Be
able to understand and complete instructions within the timescales given.
-
Manage
the expectations of all contacts.
Information
Resources
-
Maintain
the IT Service Management (ITSM) system and monitoring all tickets (Incidents)
within to ensure updates are recorded and SLAs are not breached.
-
Ensure
asset management of equipment and information.
-
Contribute
to and maintain procedures internal to the department.
Physical and
Mental Effort
-
Manual
Handling of IT Equipment in a safe manner.
-
Long
periods of computer and telephone use.
-
Periods
of concentration.
-
Remain
calm and constructive when communicating with all stakeholders at all times.
Information
Governance
-
To
adhere to Your Healthcares and national policies in relation to data
protection at all times.
-
To
ensure compliance with all information governance requirements at all times.
-
Follow
regulations in secure disposal of WEEE and data.
Person Specification
Personal qualities
Essential
- Flexible, calm temperament
- Logical approach
- Proactive, organised
Qualifications
Essential
- GCSE Level in Maths & English
- IT related NVQ/Apprenticeship or equivalent experience
Desirable
- Evidence of further education in IT
Experience
Essential
Desirable
- Experience of working in an IT support role
Skills & Abilities
Essential
- Ability to use own initiative but knowing when to consult
- Excellent customer service
- Accurate keyboard/word processing skills
- Excellent communication skills (both written and verbal)
- Good analytical and numerical skills
- Ability to prioritise workload and work quickly and efficiently to deadlines
- Ability to work accurately with attention to detail
- Positive approach to customer care
- Team working
Desirable
- Full Clean UK driving licence
Person Specification
Personal qualities
Essential
- Flexible, calm temperament
- Logical approach
- Proactive, organised
Qualifications
Essential
- GCSE Level in Maths & English
- IT related NVQ/Apprenticeship or equivalent experience
Desirable
- Evidence of further education in IT
Experience
Essential
Desirable
- Experience of working in an IT support role
Skills & Abilities
Essential
- Ability to use own initiative but knowing when to consult
- Excellent customer service
- Accurate keyboard/word processing skills
- Excellent communication skills (both written and verbal)
- Good analytical and numerical skills
- Ability to prioritise workload and work quickly and efficiently to deadlines
- Ability to work accurately with attention to detail
- Positive approach to customer care
- Team working
Desirable
- Full Clean UK driving licence
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.
