Job summary
Are you looking for an entry point into a rewarding career in Information Technology? If so, we have the perfect opportunity for you!
Join our dynamic team at the East Midlands Ambulance Service IM&T Department, located at our Nottingham Divisional Headquarters.We're seeking talented individuals to fill the role of Service Desk Analyst, where you'll be instrumental in delivering top-notch IM&T services to one of the largest ambulance services in the United Kingdom.
As a Service Desk Analyst, you'll be at the forefront of providing first-line technical support, ensuring prompt resolution of incidents and requests from across the East Midlands. Your dedication to user satisfaction will be evident as you deliver a service that's not only responsive but also proactive in identifying and implementing improvements.
At our organization, we value growth and development. As a Service Desk Analyst, you'll have ample opportunities for progression and advancement within the department. Whether you're looking to enhance your technical skills, take on leadership roles, or explore new avenues within the organization, we'll provide the support and resources you need to excel in your career.
If you're ready to make an impact, thrive in a fast-paced environment, and contribute to the enhancement of our IM&T services, then this is the opportunity you've been looking for.
Join us and be a key player in our team, where innovation and collaboration are celebrated.
Main duties of the job
Be part of the Service Desk function rota to ensure the Service Desk is covered during core support hours.
About us
Please ensure to read this vacancies' job description and person specification to view the roles main responsibilities and expectations.
Job description
Job responsibilities
Ensure all processes within own area of expertise are followed.
Be responsible for creating and maintaining accurate and up to date records for all inbound contacts (voice, in person, email) to the Service Desk using the ITSM tool.
Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements.
Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate.
Identify and solve common first line level hardware faults and problems.
Provide first level support for known issues.
Escalate faults to second and third level support, or third-party suppliers as required, monitor progress and maintain communications with end users on progress.
Job description
Job responsibilities
Ensure all processes within own area of expertise are followed.
Be responsible for creating and maintaining accurate and up to date records for all inbound contacts (voice, in person, email) to the Service Desk using the ITSM tool.
Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements.
Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate.
Identify and solve common first line level hardware faults and problems.
Provide first level support for known issues.
Escalate faults to second and third level support, or third-party suppliers as required, monitor progress and maintain communications with end users on progress.
Person Specification
Experience
Essential
- Knowledge of one or more computer system(s), hardware or software and procedures,
- Knowledge of a range of IT work procedures and practices
- Able to communicate IM&T matters clearly to non-IM&T staf
Desirable
- Knowledge of ITIL Processes and Functions
- NHS Experience
Qualifications
Essential
- Educated to GCSE level or equivalent qualification, or equivalent level, or relevant experience.
Desirable
- Educated or trained to A + (plus) level or a minimum of one year's IT experience
- European Computer Driving Licence (ECDL) or equivalent knowledge
Knowledge
Essential
- Able to input and manipulate data, information into computer databases and bespoke computer packages.
- Able to handle and resolve issues with IT devices eg mobile phones, tablets.
Desirable
- Experience of Storage Area Networks and Web Based Applications
Skills
Essential
- Able to manage user IT accounts through the lifecycle
- Responsible for maintaining and updating the IM&T configuration item database and Service Management Tool
Desirable
- Clear and concise use of demonstrated Communication Skills
Person Specification
Experience
Essential
- Knowledge of one or more computer system(s), hardware or software and procedures,
- Knowledge of a range of IT work procedures and practices
- Able to communicate IM&T matters clearly to non-IM&T staf
Desirable
- Knowledge of ITIL Processes and Functions
- NHS Experience
Qualifications
Essential
- Educated to GCSE level or equivalent qualification, or equivalent level, or relevant experience.
Desirable
- Educated or trained to A + (plus) level or a minimum of one year's IT experience
- European Computer Driving Licence (ECDL) or equivalent knowledge
Knowledge
Essential
- Able to input and manipulate data, information into computer databases and bespoke computer packages.
- Able to handle and resolve issues with IT devices eg mobile phones, tablets.
Desirable
- Experience of Storage Area Networks and Web Based Applications
Skills
Essential
- Able to manage user IT accounts through the lifecycle
- Responsible for maintaining and updating the IM&T configuration item database and Service Management Tool
Desirable
- Clear and concise use of demonstrated Communication Skills
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).
