Job summary
As an Associate Service Desk Analyst, you will be responsible for being a team member of the 1st Line IT Service Desk team that will be responsible for providing 1st line ICT support for the Group.
You should have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in ICT Service Delivery, in particular the areas of incident and request management.
You should have good interpersonal skills and be comfortable building relationships with customers at most levels.
Main duties of the job
To contribute to providing a Service Desk call logging and first line incident resolution service.
Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
Solutions driven, confident and friendly approach when dealing with end users.
Ensuring that you maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
Contribute to ensuring calls and e-mails to the Service Desk are recorded correctly. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or Support Service Desk Analysts.
Contribute to ensuring the service offered is to the highest standard and gives great customer service.
Show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.
Ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
Ensuring that you deliver to agreed SLAs.
About us
Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire. Our Excellence Values: Compassion Respect Integrity Courageous Accountable
Job description
Job responsibilities
To contribute to providing a Service Desk call logging and first line incident resolution service.
Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
Solutions driven, confident and friendly approach when dealing with end users.
Ensuring that you maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
Contribute to ensuring calls and e-mails to the Service Desk are recorded correctly. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or Support Service Desk Analysts.
Contribute to ensuring the service offered is to the highest standard and gives great customer service.
Show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.
Ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
Ensuring that you deliver to agreed SLAs.
Ensuring that calls logged to the service desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users and other departments.
Contribute to ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Job description
Job responsibilities
To contribute to providing a Service Desk call logging and first line incident resolution service.
Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
Solutions driven, confident and friendly approach when dealing with end users.
Ensuring that you maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
Contribute to ensuring calls and e-mails to the Service Desk are recorded correctly. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or Support Service Desk Analysts.
Contribute to ensuring the service offered is to the highest standard and gives great customer service.
Show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.
Ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
Ensuring that you deliver to agreed SLAs.
Ensuring that calls logged to the service desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users and other departments.
Contribute to ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Person Specification
Qualifications
Essential
- Educated to Diploma/Vocational Level 3 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of health services
- Evidence of continuing professional development
Knowledge/Experience
Essential
- Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management
- Experience of delivering a Service Delivery function, preferably in the public sector
- Experience in contributing to IT service delivery functions (preferably in an NHS environment)
Desirable
- Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services
- Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
- Experience of working within the agile methodology
Person Specification
Qualifications
Essential
- Educated to Diploma/Vocational Level 3 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of health services
- Evidence of continuing professional development
Knowledge/Experience
Essential
- Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management
- Experience of delivering a Service Delivery function, preferably in the public sector
- Experience in contributing to IT service delivery functions (preferably in an NHS environment)
Desirable
- Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services
- Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
- Experience of working within the agile methodology
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).
