Job summary
An exciting opportunity has arisen at The Newcastle upon Tyne Hospitals Foundation Trust for an IT Service Desk Senior Analyst.
The successful candidate will be a senior member of the team and report directly to the IT Service Desk Team Lead.
- Interview date: 03 January 2024
- Full Time: 37 hours 30 minutes/week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy
Main duties of the job
As an IT Service Desk Senior Analyst you will be assisting in managing incidents, problems and requests from across the organisation.
The successful candidate will be responsible for providing assistance and resolving incidents as well as liaising with third party suppliers and on call support teams.
As a senior member of the team you will also be involved in training, mentoring and acting as an escalation point for the junior members of the team.
You will work as part of a 24 hour rota consisting of day, late and on occasion's night shift working. Flexibility will be required.
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with around 16.000 staff and an annual income of £1 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 2 million patients 'contacts' each year, delivering high standards of healthcare.
Please see attached information on what Staff Benefits we have to offer at our Trust.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
- The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include:
- Receiving calls, first line customer liaison
- Recording and tracking incidents and complaints
- Keeping Customer informed on request status and progress
- Making initial assessment of Incidents and requests, attempting toresolve them first-time or refer onto supporting teams (e.g.technicians, application support teams, National Service Desk orthird party suppliers), who can resolve based on agreed servicelevels
- Monitoring and escalating incidents and requests relative to theappropriate service level agreements (SLAs)
- Closing Incidents and Service requests
- Carrying out daily tasks within the Service Desk function
- Responsible for deputising for the Service Desk Manager
- Identifying and seeking out solutions from other resolver teams formore complex issues raised through the Service Desk to improvethe first time fix rate
- Mentoring and training Junior Service Desk Analysts
- Involved with the integration of new services
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Job description
Job responsibilities
- The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include:
- Receiving calls, first line customer liaison
- Recording and tracking incidents and complaints
- Keeping Customer informed on request status and progress
- Making initial assessment of Incidents and requests, attempting toresolve them first-time or refer onto supporting teams (e.g.technicians, application support teams, National Service Desk orthird party suppliers), who can resolve based on agreed servicelevels
- Monitoring and escalating incidents and requests relative to theappropriate service level agreements (SLAs)
- Closing Incidents and Service requests
- Carrying out daily tasks within the Service Desk function
- Responsible for deputising for the Service Desk Manager
- Identifying and seeking out solutions from other resolver teams formore complex issues raised through the Service Desk to improvethe first time fix rate
- Mentoring and training Junior Service Desk Analysts
- Involved with the integration of new services
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Person Specification
Knowledge
Essential
- Extensive Knowledge of Microsoft Operating Systems.
- In depth Knowledge of computer systems / hardware / software acquired through diploma or equivalent experience
Skills
Essential
- Excellent troubleshooting skills working with in a Customer Service focused environment.
- Excellent oral communication skills.
- Excellent interpersonal skills.
- Excellent decision making ability
- Excellent IT skills in particular Microsoft products.
- Good documentation writing skills.
- Ability to work unsupervised.
Experience
Essential
- Experience in an IT Service Desk or IT Helpdesk role
- Experience of working within an ITIL framework.
Desirable
- Experience of working in the health sector
- Experience of using the support tool "Service Now"
Qualifications
Essential
- Educated to HNC / HND or NVQ 4 level in an IT related subject or equivalent experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate or higher
- SDI or industry standard Service Desk Certificate
- Microsoft Certified Professional (MCP) qualification(s)
Person Specification
Knowledge
Essential
- Extensive Knowledge of Microsoft Operating Systems.
- In depth Knowledge of computer systems / hardware / software acquired through diploma or equivalent experience
Skills
Essential
- Excellent troubleshooting skills working with in a Customer Service focused environment.
- Excellent oral communication skills.
- Excellent interpersonal skills.
- Excellent decision making ability
- Excellent IT skills in particular Microsoft products.
- Good documentation writing skills.
- Ability to work unsupervised.
Experience
Essential
- Experience in an IT Service Desk or IT Helpdesk role
- Experience of working within an ITIL framework.
Desirable
- Experience of working in the health sector
- Experience of using the support tool "Service Now"
Qualifications
Essential
- Educated to HNC / HND or NVQ 4 level in an IT related subject or equivalent experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate or higher
- SDI or industry standard Service Desk Certificate
- Microsoft Certified Professional (MCP) qualification(s)
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).
