Job summary
The IT Helpdesk Analyst is responsible for maintaining communication channels between the customer and the IT department, providing the first point of contact for technology issues in the form of requests and incidents, along with first-line support, which includes troubleshooting and resolving issues.The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Hospitals.
Main duties of the job
Working as part of a rota, the Analyst is responsible for responding to incidents and requests reported to the Helpdesk from multiple channels (phone and self-service portal ) and the life cycle management of incidents, queries and problems, including the directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user's details, problems and resolutions and other pertinent information in the log.The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of 'first contact fixes'. It is also expected that the member of staff will be an excellent communicator who can support our users in a friendly and open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Hospitals staff.
About us
The Directorate provides services and products that are used across the Trust.
We work closely with the Guy's and St Thomas' NHS Foundation Trust (GSTT).
This will be formalised into a shared service operating model deployed across RBH and GSTT.
Job description
Job responsibilities
- Communication
- To identify and agree on measurable performance objectives relating to the post with the Helpdesk Team Leader.
- To identify and agree to areas of personal and professional development and training with the Helpdesk Team Leader
- Liaise with Hospitals users to identify the nature of any client end problems encountered.
- To undertake mentoring and training of new and junior analysts.
- Communicate technical incident resolutions to users in non-technical language
- Ensure that oral and written communications demonstrate a high standard of customer service, especially when dealing with customers who may be experiencing difficulty working with technologies.
- The post holder is expected to be a team player within the Helpdesk Team in particular and the IT department in general.
- Consult the other team members regularly and frequently, share knowledge and experience with them, provide guidance and assistance as required.
- The post holder is expected to co-operate with the other team members in all operational issues and to seek the most efficient way of understanding the given tasks as a team.
- To work closely with other team members to provide performance statistics from the system to facilitate the regular monitoring of performance against our SLA.
- To provide formal knowledge articles and FAQs to the department's user and internal knowledge repository.
- Patient/customer care (both direct and indirect)
- The roles key working relationships are with Customers and Users in the Hospitals, Support and Senior Support Analysts, Clinical System Owners, other support teams within IT, Third-party vendors and Project Managers.
- To respond to, and resolve where relevant, calls and emails received to the Helpdesk from Hospitals users reporting problems or requests.
- To allocate, monitor, chase and escalate customers incident and request calls, as appropriate, to maximize customer satisfaction and service efficiency.
- Provide support to Hospitals users via telephone or using remote access tools.
- Manage the process whereby new users & leavers to the Hospitals enabling/disabling access to the Hospitals IT systems.
- To perform the more complex daily maintenance activities of the Helpdesk as defined by the Helpdesk Team Leader or other seniors.
- To work with other seniors to assist with ensuring that new products and services are introduced into the environment in a controlled manner.
- To follow the departmental door entry policy with internal and external visitors at all times, for example, dealing with walk-in customers to the Helpdesk.
- To assist with receiving incoming goods into the IT & Informatics including updating the relevant Helpdesk Incident or Service Requests.
- To own relationships with specific external vendors, engineers and other resources and provide administrative support in respect of these relationships, as directed and as appropriate.
- Policy & Service development
- Adhere to support and documentation standards and procedures for all aspects of Helpdesk Support Management.
- Contribute ideas and provide documentation for the ongoing improvement of support procedures and the development of the Hospitals knowledge repositories. The post holder will be tasked with managing specific areas of knowledge or specific repositories.
- Resource management
- As a member of the team, allocate incoming work fairly, when and where necessary, within the limitations of the available team members and skillsets.
- People management
- Instruct, educate and train team members and other people in the department in all areas for which the post holder has responsibility and/or knowledge.
- Must be able to set an exceptional example to other members of the team in aspects of professionalism and provide liaison with users at all levels of management.
- To assist new members of the Helpdesk by providing mentoring and training in request, incident and other processes.
- Information management
- To help ensure the IT Department maintains confidentiality of data following the Data Protection Act. Also, to help ensure system security is maintained
- To be a subject matter expert in agreed allocated technical areas. Able to answer complex questions and support complex user requirements.
- Undertake maintenance and system/event monitoring of existing services, sometimes supervising more junior team members to provide regular services.
- At all times ensure that users that have submitted a requirement to the Helpdesk are kept informed of progress such that the user is not required to phone or escalate internally to enquire on progress when the Service Request or Incident logged is allocated to the post holder.
- Assist with and continue to develop and maintain a knowledge base of information that will assist in fault management and customer / technical support.
- Provide and manage documentation for their support activities to the desktop environment, so that any external or internal technical operator (of suitable experience) can undertake operations in those areas, in the post holders absence.
- Other duties
- To abide by the Trusts Core behaviours for staff and all other Trust policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.
- To undertake any other duties commensurate with the grade as requested.
Job description
Job responsibilities
- Communication
- To identify and agree on measurable performance objectives relating to the post with the Helpdesk Team Leader.
- To identify and agree to areas of personal and professional development and training with the Helpdesk Team Leader
- Liaise with Hospitals users to identify the nature of any client end problems encountered.
- To undertake mentoring and training of new and junior analysts.
- Communicate technical incident resolutions to users in non-technical language
- Ensure that oral and written communications demonstrate a high standard of customer service, especially when dealing with customers who may be experiencing difficulty working with technologies.
- The post holder is expected to be a team player within the Helpdesk Team in particular and the IT department in general.
- Consult the other team members regularly and frequently, share knowledge and experience with them, provide guidance and assistance as required.
- The post holder is expected to co-operate with the other team members in all operational issues and to seek the most efficient way of understanding the given tasks as a team.
- To work closely with other team members to provide performance statistics from the system to facilitate the regular monitoring of performance against our SLA.
- To provide formal knowledge articles and FAQs to the department's user and internal knowledge repository.
- Patient/customer care (both direct and indirect)
- The roles key working relationships are with Customers and Users in the Hospitals, Support and Senior Support Analysts, Clinical System Owners, other support teams within IT, Third-party vendors and Project Managers.
- To respond to, and resolve where relevant, calls and emails received to the Helpdesk from Hospitals users reporting problems or requests.
- To allocate, monitor, chase and escalate customers incident and request calls, as appropriate, to maximize customer satisfaction and service efficiency.
- Provide support to Hospitals users via telephone or using remote access tools.
- Manage the process whereby new users & leavers to the Hospitals enabling/disabling access to the Hospitals IT systems.
- To perform the more complex daily maintenance activities of the Helpdesk as defined by the Helpdesk Team Leader or other seniors.
- To work with other seniors to assist with ensuring that new products and services are introduced into the environment in a controlled manner.
- To follow the departmental door entry policy with internal and external visitors at all times, for example, dealing with walk-in customers to the Helpdesk.
- To assist with receiving incoming goods into the IT & Informatics including updating the relevant Helpdesk Incident or Service Requests.
- To own relationships with specific external vendors, engineers and other resources and provide administrative support in respect of these relationships, as directed and as appropriate.
- Policy & Service development
- Adhere to support and documentation standards and procedures for all aspects of Helpdesk Support Management.
- Contribute ideas and provide documentation for the ongoing improvement of support procedures and the development of the Hospitals knowledge repositories. The post holder will be tasked with managing specific areas of knowledge or specific repositories.
- Resource management
- As a member of the team, allocate incoming work fairly, when and where necessary, within the limitations of the available team members and skillsets.
- People management
- Instruct, educate and train team members and other people in the department in all areas for which the post holder has responsibility and/or knowledge.
- Must be able to set an exceptional example to other members of the team in aspects of professionalism and provide liaison with users at all levels of management.
- To assist new members of the Helpdesk by providing mentoring and training in request, incident and other processes.
- Information management
- To help ensure the IT Department maintains confidentiality of data following the Data Protection Act. Also, to help ensure system security is maintained
- To be a subject matter expert in agreed allocated technical areas. Able to answer complex questions and support complex user requirements.
- Undertake maintenance and system/event monitoring of existing services, sometimes supervising more junior team members to provide regular services.
- At all times ensure that users that have submitted a requirement to the Helpdesk are kept informed of progress such that the user is not required to phone or escalate internally to enquire on progress when the Service Request or Incident logged is allocated to the post holder.
- Assist with and continue to develop and maintain a knowledge base of information that will assist in fault management and customer / technical support.
- Provide and manage documentation for their support activities to the desktop environment, so that any external or internal technical operator (of suitable experience) can undertake operations in those areas, in the post holders absence.
- Other duties
- To abide by the Trusts Core behaviours for staff and all other Trust policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.
- To undertake any other duties commensurate with the grade as requested.
Person Specification
Qualifications
Essential
- Qualification in an IT specialism or equivalent relevant technical experience
- ITIL Foundation qualification (Minimum V3)
Desirable
- Customer Service Qualification, for example, Service Desk Institute (SDI)
Experience
Essential
- Clinical applications (e.g. EPR, PIMS, Medchart)
- Significant experience on an IT Service desk
- ITIL awareness and understanding, with the ability to follow processes and procedures
- Experience in using IT Service management tools (e.g Freshservice, ServiceNow)
- Relevant experience of working in a service management-focused environment
- Practical knowledge of Microsoft Windows 10 operating systems
Desirable
- Experience in a support role in a high-performance team with a proven record of delivering a first class support service
- Experience of working within a complex NHS (or similar) Helpdesk environment with strict Service Level Agreements (SLA's)
Skill and Abilities
Essential
- Able to prioritise workloads in response to changing demands and requirements
- The ability to work in a fully flexible working environment
- Proven time management skills
- The ability to analyse, investigate and prioritise complex problems in a high - paced environment
- Exceptional written and verbal communication skills
- Undertaking detailed recording of customer 3 information and requirements/issues; root cause analysis and effective First Line Fix techniques and practice
Person Specification
Qualifications
Essential
- Qualification in an IT specialism or equivalent relevant technical experience
- ITIL Foundation qualification (Minimum V3)
Desirable
- Customer Service Qualification, for example, Service Desk Institute (SDI)
Experience
Essential
- Clinical applications (e.g. EPR, PIMS, Medchart)
- Significant experience on an IT Service desk
- ITIL awareness and understanding, with the ability to follow processes and procedures
- Experience in using IT Service management tools (e.g Freshservice, ServiceNow)
- Relevant experience of working in a service management-focused environment
- Practical knowledge of Microsoft Windows 10 operating systems
Desirable
- Experience in a support role in a high-performance team with a proven record of delivering a first class support service
- Experience of working within a complex NHS (or similar) Helpdesk environment with strict Service Level Agreements (SLA's)
Skill and Abilities
Essential
- Able to prioritise workloads in response to changing demands and requirements
- The ability to work in a fully flexible working environment
- Proven time management skills
- The ability to analyse, investigate and prioritise complex problems in a high - paced environment
- Exceptional written and verbal communication skills
- Undertaking detailed recording of customer 3 information and requirements/issues; root cause analysis and effective First Line Fix techniques and practice
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
