Band 3 ICT 1st Line Service Desk Analyst

Job summary

An exciting opportunity within the ICT Directorate for a 1st Line Service Desk Analyst.

The post is located in Queens Hospital, Romford.

You will achieve this by providing 1st level technical support for all ICT incidents and requests to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable Barking, Havering and Redbridge staff to make the best use of ICT systems during their daily work.

You will primarily provide telephone support to users, consistently delivering a "client-focused" service which promotes excellent customer service and effective working relationships.

Full training will be provided for this role and if you would like further information please contact Mark Archer, ICT Service Delivery Manager by either telephone 01708 435 000 Ext. 6969 or email mark.archer2@nhs.net.

Main duties of the job

This role is to work as part of the ICT Service Desk team providing a high quality first line IT support, to all staff and customers. The ICT Service Desk is the first point of contact for all trust staff and external NHS organisations when accessing BHRUT ICT Services.

You will utilise knowledge skills and judgment to provide a first line resolution where possible and escalate any issues which are not fixable at first point of contact.

Communicate on a range of technical, business, or procedural issues via telephone, email or directly with BHRUT staff.

• Provide a first tier for the support and triage of all ICT related incidents and requests.
• Ensure the ICT phone lines are manned during operational hours.
• Ensure customer services are maintained to a high standard during all connections with Trust staff.

The hours worked currently are between 07:30 to 17:00 Monday to Friday on a shift pattern although there are sometimes a requirement to work outside of these hours either at evenings or weekends in order to reduce system and network downtime.

About us

Under the leadership of our Chair Jacqui Smith and Matthew Trainer, our Chief Executive, we provide care for the residents of three of the most diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen's Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic, and Harold Wood Polyclinic. We have two of the busiest emergency departments in London.

As we recover from Covid-19, we're proud to be leading the way nationally in reducing the time our patients wait to get the treatment they need. The pandemic provided the drive forour teams to innovate and change.

We know we have more work to do to improve waiting times for urgent and emergency care, and our performance against the four-hour emergency access standard remains challenged, in comparison to many other London trusts.

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We're also pleased to be part of the NEL Cancer Alliance.

Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

All Sites

Romford/ Ilford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

All Sites

Romford/ Ilford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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