Job summary
We are seeking an IT Service Desk Analyst to join our wonderful trust Digital Service Department.The post holder will be required to triage IT related issues and process service requests received via phone, IT self-service portal and in person, following agreed processes and procedures. Troubleshoot service issues and resolve upon first contact wherever possible. Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority Perform password resets on a variety of applications as described in the agreed service policies and procedures. They will work alongside with the Senior IT Service Desk Analyst to ensure that training is delivered to the team and that annual leave are taken in timely manner. The main purpose of the IT Service Desk team is to provide 1st line IT support by focussing on triaging calls and providing 1st time fixes to IT related issues across the trust.
Main duties of the job
The postholder will:
- To be first point of contact between end users and the IT service desk
- To record the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the Senior IT Service Desk Analyst or Service Desk Manager as Appropriate
- Liaise with 3rd party support organisations, external customers and other NHS organisations in a support capacity
- The position requires technical troubleshooting abilities and excellent customer service skills
About us
We are Proud to Belong at South West London and St George's Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety ofbenefits to enable a positive, welcoming environment in which our people and their careers can thrive. Come and join our inclusive teams and help our patients on their recovery journey.
Job description
Job responsibilities
- Triage service issues and service requests received via phone, e-mail, request form, intranet and in person, following agreed processes and procedures
- Troubleshoot service issues and resolve upon first contact wherever possible
- Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority
- Perform password resets on a variety of applications as described in the agreed service policies and procedures
- Provide "how to" assistance on internally supported devices, applications and systems as described in the agreed service policies and procedures
- Escalate issues to the Senior IT Service desk analyst or Service desk Manager, or where necessary to appropriate second line support / other IM&T teams
- Make use of internal and external resources (knowledge bases, manuals, support websites, vendors) to answer questions and resolve service issues
- Respond to end-user enquiries regarding the status of service issues and service requests and follow up / progress when appropriate
- Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides
- Build relationships with second line support teams and third party suppliers to ensure that IT delivered services and end-user productivity goals are understood and met or exceeded
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation
- Manage own workload on a daily basis, ensuring service issues and service requests assigned are dealt with within agreed targets and deadlines
Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure
Job description
Job responsibilities
- Triage service issues and service requests received via phone, e-mail, request form, intranet and in person, following agreed processes and procedures
- Troubleshoot service issues and resolve upon first contact wherever possible
- Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority
- Perform password resets on a variety of applications as described in the agreed service policies and procedures
- Provide "how to" assistance on internally supported devices, applications and systems as described in the agreed service policies and procedures
- Escalate issues to the Senior IT Service desk analyst or Service desk Manager, or where necessary to appropriate second line support / other IM&T teams
- Make use of internal and external resources (knowledge bases, manuals, support websites, vendors) to answer questions and resolve service issues
- Respond to end-user enquiries regarding the status of service issues and service requests and follow up / progress when appropriate
- Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides
- Build relationships with second line support teams and third party suppliers to ensure that IT delivered services and end-user productivity goals are understood and met or exceeded
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation
- Manage own workload on a daily basis, ensuring service issues and service requests assigned are dealt with within agreed targets and deadlines
Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure
Person Specification
Knowledge & Skills
Essential
- Proficient in the use of Active Directory
- Knowledge and experience of troubleshooting Microsoft & Apple technologies
- Knowledge of remote access, configuration and deployment tools e.g. Zenworks, SCCM
- Good level of IT skills in a wide range of areas
- Excellent communication skills - able to demonstrate effective listening, verbal and written skills and can demonstrate good standard of written communication
- Excellent customer service skills
Desirable
- Knowledge of RIO
- Knowledge of mental health services
- NHS and private sector desktop application knowledge
Training & Qualifications
Essential
- GCSE English and Maths or equivalent
- NVQ Business Administration level 2 or 3 or willingness to work towards achieving
- Evidence of continuing professional and personal development
Desirable
- ITIL Foundation Certificate in IT Service Management
- Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
Experience
Essential
- Experience of working on an IT Service Desk or similar technical support environment
- Experience of operating within Service Level Agreements and following working policies and procedures
- Use of Service Management and Helpdesk software
- Computer software and hardware troubleshooting knowledge and experience
Desirable
- Experience of working in Healthcare
Person Specification
Knowledge & Skills
Essential
- Proficient in the use of Active Directory
- Knowledge and experience of troubleshooting Microsoft & Apple technologies
- Knowledge of remote access, configuration and deployment tools e.g. Zenworks, SCCM
- Good level of IT skills in a wide range of areas
- Excellent communication skills - able to demonstrate effective listening, verbal and written skills and can demonstrate good standard of written communication
- Excellent customer service skills
Desirable
- Knowledge of RIO
- Knowledge of mental health services
- NHS and private sector desktop application knowledge
Training & Qualifications
Essential
- GCSE English and Maths or equivalent
- NVQ Business Administration level 2 or 3 or willingness to work towards achieving
- Evidence of continuing professional and personal development
Desirable
- ITIL Foundation Certificate in IT Service Management
- Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
Experience
Essential
- Experience of working on an IT Service Desk or similar technical support environment
- Experience of operating within Service Level Agreements and following working policies and procedures
- Use of Service Management and Helpdesk software
- Computer software and hardware troubleshooting knowledge and experience
Desirable
- Experience of working in Healthcare
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).
