Moorfields Eye Hospital NHS Foundation Trust

Service Desk Analyst

This job is now closed

Job summary

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service.

Please Note: If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application, if you are interested in the role.

Main duties of the job

Customer service managemento Resolve user requests to a minimum of the agreed service level agreement o Empathise with the end user Use customer-focused metrics to achieve a satisfying outcomeo Ownership and initiativeo Own an issue until a new owner has been found or the problem has been mitigated or resolved Service focuso Show an awareness of different products and servicesAsset and configuration managemento Track log and correct information to protect assets and components continual service improvement.o Show an awareness of developing process efficiency and common ways in which processes are optimised.o Support specific activities to improve development processes.o Spot or identify obvious deficiencies.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

About us

At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:

o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Date posted

16 January 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£31,944 to £34,937 a year per annum pro rata including HCAS

Contract

Fixed term

Duration

9 months

Working pattern

Full-time

Reference number

273-DS-6819651-A

Job locations

City Road, Kemp House

152–160 City Road

London

EC1V 2PD

Job description

Job responsibilities

This role is part of the IT Operations, who are responsible for: Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users As IT subject matter experts, contributing to the design and development of new products and services Improving user experience in our systems and processes Proactively maintaining our IT service portfolio and reducing technical debtTechnical understanding Show an awareness of the relevant subject matter and a high-level understanding of what it involves User focus Show an awareness or understanding of user experience analysis and its principles Explain the purpose of user stories and the focus on user needsOther Duties Participate in the on-call service Occasional work may be required outside of core business hours to support major projects/programs All other reasonable requests

Job description

Job responsibilities

Person Specification

Experience / knowledge

Essential

Demonstrable experience in similar role
Experience in IT across range of areas
Hardware suport experience
Desktop support Experience
Printer troubleshooting experience
Active Directory
Up to date IT knowledge
Good knowledge of MS products
Excellent Keyboard Skills

Desirable

ITIL Foundation
MS Exchange
MCSA
Experience in healthcare

Experience and Education

Essential

Previous Service Desk Experience

Desirable

ITIL qualification

Skills and Knowledge

Essential

Team working and working under pressure

Desirable

Contributing to Training needs

Person Specification

Experience / knowledge

Essential

Demonstrable experience in similar role
Experience in IT across range of areas
Hardware suport experience
Desktop support Experience
Printer troubleshooting experience
Active Directory
Up to date IT knowledge
Good knowledge of MS products
Excellent Keyboard Skills

Desirable

ITIL Foundation
MS Exchange
MCSA
Experience in healthcare

Experience and Education

Essential

Previous Service Desk Experience

Desirable

ITIL qualification

Skills and Knowledge

Essential

Team working and working under pressure

Desirable

Contributing to Training needs

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.

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

City Road, Kemp House

152–160 City Road

London

EC1V 2PD

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

City Road, Kemp House

152–160 City Road

London

EC1V 2PD

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)