Job summary
Please Note: This role is for 37.5 hours per week on a 6 month fix term contract. This role will require staff to work on site in our North Swindon office.
We are looking to recruit a part time Service Desk Analyst to add capacity to the team.
The role of the IT Service Desk Analyst is primarily to provide telephone based support to our services users. This role directly supports a range of Clinical, Administrative and Mobile staff that are based at numerous sites within Swindon and Wiltshire providing Acute and Community healthcare services.
You will be expected to answer all contacts in a timely manner and log these calls in accordance with current practice. All issues should be investigated, diagnosed and resolved on first contact. When it is not possible to resolve of first contact it is essential that the minimum data set is gathered by the Service Desk so that issues that need to be passed onto other teams and/or 3rd parties can be dealt within effectively and efficiently by those teams.
Main duties of the job
The Service Desk Analyst will need to have experience of supporting local and remote IT users from a Service Desk and a working knowledge of Windows operating systems, Desktop remote control software, Microsoft Office and Service Desk Incident management software.
The Service Desk Analysts are responsible for creating and managing a diverse range of Clinical and Business Application accounts in addition to Windows Active Directory accounts and NHS Mail Mailboxes as part of an inclusive on-boarding and off-boarding approach.
You have an aptitude for working with applications and systems, provide a high level of expertise on the Trust systems, affect a speedy resolution of logged incidents and perform analysis and diagnosis where applicable and escalation of new problem
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
- Service We will put our patients first
- Teamwork We will work together
- Ambition We will aspire to provide the best service
- Respect We will act with integrity
Job description
Job responsibilities
Good Communication and organisation skills are a vital part of this role as constant telephone and VDU usage supporting staff so an ability to concentrate on demanding tasks and deal with issues supportively is essential as is the requirement to work in a shift pattern on a rota basis to cover the opening hours of the IT Department.
Full duties can be found in the attached JD.
Job description
Job responsibilities
Good Communication and organisation skills are a vital part of this role as constant telephone and VDU usage supporting staff so an ability to concentrate on demanding tasks and deal with issues supportively is essential as is the requirement to work in a shift pattern on a rota basis to cover the opening hours of the IT Department.
Full duties can be found in the attached JD.
Person Specification
Qualifications
Essential
- ECDL or equivalent IT qualification
- GCSE standard (or equivalent)
- Trained in the use of Service Desk Solutions
Desirable
- MCP Certification
- A+ Certification
Experience
Essential
- Helpdesk/Service Desk
- Experience of working in a busy phone based customer facing role
- Demonstrates the ability to provide a first class customer experience
Desirable
- ITIL aligned IT Service
- Customer care & prioritising high volume workload
Knowledge
Essential
- Excellent telephony, verbal and written communication and interpersonal skills
- Ability to record accurate information and prioritise work under pressure
- Writing procedures and documentation
- Aptitude to query information with customer to gain more details and establish facts
Desirable
- Knowledge of the Ivanti ISM Service Desk suite
- Worked in an IT or customer facing environment
- Worked in a Clinical facing environment
Person Specification
Qualifications
Essential
- ECDL or equivalent IT qualification
- GCSE standard (or equivalent)
- Trained in the use of Service Desk Solutions
Desirable
- MCP Certification
- A+ Certification
Experience
Essential
- Helpdesk/Service Desk
- Experience of working in a busy phone based customer facing role
- Demonstrates the ability to provide a first class customer experience
Desirable
- ITIL aligned IT Service
- Customer care & prioritising high volume workload
Knowledge
Essential
- Excellent telephony, verbal and written communication and interpersonal skills
- Ability to record accurate information and prioritise work under pressure
- Writing procedures and documentation
- Aptitude to query information with customer to gain more details and establish facts
Desirable
- Knowledge of the Ivanti ISM Service Desk suite
- Worked in an IT or customer facing environment
- Worked in a Clinical facing environment
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).
