Band 2 - Junior Service Desk Analyst

Job summary

Job summary

The Leicestershire Health Informatics Service (LHIS) are looking to recruit a Service Desk Analyst (SDA) to join their helpdesk team.

The helpdesk provides telephonic/remote/email software and hardware support to a userbase of 20,000+ situated at Healthcare sites across the Leicestershire County.

Offered support covers Desktop PCs, Laptops, Landline/Mobile phones, Smartcards, Networking, Windows 10, Active Directory, AirWatch MDM, Teams, Office 365, NHS Mail and an array of clinical systems and peripherals.

Analysts raise and handle support tickets with the use of Helix/Remedy ITSM tool whilst on an inbound dialler, with the expectation to take around 30-40 calls a day.

The Helpdesks opening hours are between 7:00 20:30 during weekdays. Shifts fall between these hours and are rotated out with the flexibility to be swapped.

Presently the Helpdesk operates on a hybrid-working approach, offering the flexibility for Staff to work from home during the shifts that fall outside of core hours. New starters would initially be expected to work just the core hour shifts from office for their Induction period, Training/Shadowing, and to ease transitioning into Home working.

A team-focused attitude is encouraged as Analysts can support each other through the creation of Knowledge Articles for common fixes, which can be shared to the ITSM tool and aids in call handling and parallel staff upskilling.

Main duties of the job

Main duties of the job

The main duties and responsibilities of a Service Desk Analyst are as stated:

1. To work within a team on the customer service desk, operating as an effective first point of contact for end-users.

2. Attempt to appropriately progress and resolve all inbound support requests upon first point of contact and in a timely manner in-line with SLA/OLA standards expected by customers.

3. Develop an understanding of LHIS-defined support procedures and processes, and to operate within them be these SLAs, escalation routes, templated tickets, and forms.

4. Provide overall software and hardware support to best ability by phone call, by remote machine control, by email or by web chat.

5. Progress any backlogged tickets or emails, and to maintain their personal queue.

6. Continually improve upon the Knowledge Base offered within the ITSM tool via the maintenance and creation of Knowledge Articles written guides to assist with common fixes or operate as an easy point of reference.

7. Work effectively within the team of first and second line support operatives by maintaining communication through either support queries or priority escalations.

This Job Description is not exhaustive; it is intended to outline the main roles and responsibilities of the post holder and is subject to further change and detailing by LHIS.

About us

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serves over 1 million people living in Leicester, Leicestershire and Rutland.

Here at LPT, our values are Compassion, Respect, Integrity and Trust, which we keep at the heart of everything we do.

We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.

Details of our benefits, leadership behaviours and other important information are contained in the attached document titled Information for Applicants.

We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.

For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy).

All jobs will require permission to work in the UK.

For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.

Applicants at risk within the local NHS who meet essential criteria will have preference for interview.

Employer details

Employer name

Leicestershire Partnership NHS Trust

Address

Leicestershire Health Headquarters

Gwendolen Road

Leicester

LE5 4QF

Employer's website

https://www.leicspart.nhs.uk/jobs/ (Opens in a new tab)

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Employer details

Employer name

Leicestershire Partnership NHS Trust

Address

Leicestershire Health Headquarters

Gwendolen Road

Leicester

LE5 4QF

Employer's website

https://www.leicspart.nhs.uk/jobs/ (Opens in a new tab)

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