Job summary
IT Service Desk / Support Analyst
We are looking for an IT Support Analyst with experience of working in a professional Service Desk Team. You will be responsible for logging incidents and resolving problems, utilising remote management tools where necessary. You will have a passion for providing excellent customer service, ensuring that the customer is kept informed of progress and escalating requests to specialists when necessary. You will have experience of operating a computerised service desk system and user account administration. Knowledge of ITIL standards and experience of working in the NHS would be beneficial. We are a small friendly team where you will gain valuable experience and can look forward to great job satisfaction in a progressive IT department. This post offers flexible working hours, 7.5 hours per day, Monday to Friday.
Main duties of the job
The IT Service Desk is manned by a team of IT Support Analysts; it is the single point of contact for the Trust's 6,000+ employees in all matters relating to Digital Technology. This is a challenging role for an experienced support analyst with a broad understanding of computer systems coupled with excellent communication skills.
As a member of the first line support team the post holder will use their knowledge and experience to resolve incidents, or to escalate them to system specialists. When necessary, he/she will remotely control the end-users computer to provide assistance or to install office applications.
The post holder will deliver informal training to new employees, unfamiliar with the Trust's computer services, and will also have shared responsibility for network and email account administration.
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
Our mission is to make a difference every day. Our values are that we care, we respect, and we listen
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
The salary for the role is only one part of the excellent package of benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance - for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union- for local financial advice
Job description
Job responsibilities
Main Duties and Responsibilities
Incident Management
- Record incidents and service requests on the Trusts computerised fault-logging system
- Escalate incidents to second / third line support or third party service providers, as appropriate.
- Progress calls, ensuring that they are resolved quickly and effectively.
Problem Management.
- Analyse and resolve technical problems and give users advice and guidance
- Remote install software, observing license policy and availability
- Record problems and resolutions on the Trusts computerised fault-logging system
- Update the Trusts hardware and license asset registers
Network administration.
- Create and maintain network and email accounts
Communications
The IT Support Analyst is a highly effective communicator. He /she will have empathy for employees who are experiencing difficulties with Information Technology and will work hard to present a positive caring image of the department. He/she will explain technical issues in easily understandable terms to put users at ease and modify his/her style of communication in order to overcome barriers to understanding.
IT Support requests may be received by email, telephone or in person so the IT Support Analyst will be skilled in all forms of communication, be it written, verbal or body language.
All IT Support requests are recorded on the Trusts computerised support system (Manageengine - Service Desk Plus). Calls must be concise and accurate with sufficient detail to effectively inform colleagues. He/she will ensure that incidents are escalated to second line support where necessary, ensuring that the priority and urgency is understood, and that the end-user is regularly informed of progress.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Job description
Job responsibilities
Main Duties and Responsibilities
Incident Management
- Record incidents and service requests on the Trusts computerised fault-logging system
- Escalate incidents to second / third line support or third party service providers, as appropriate.
- Progress calls, ensuring that they are resolved quickly and effectively.
Problem Management.
- Analyse and resolve technical problems and give users advice and guidance
- Remote install software, observing license policy and availability
- Record problems and resolutions on the Trusts computerised fault-logging system
- Update the Trusts hardware and license asset registers
Network administration.
- Create and maintain network and email accounts
Communications
The IT Support Analyst is a highly effective communicator. He /she will have empathy for employees who are experiencing difficulties with Information Technology and will work hard to present a positive caring image of the department. He/she will explain technical issues in easily understandable terms to put users at ease and modify his/her style of communication in order to overcome barriers to understanding.
IT Support requests may be received by email, telephone or in person so the IT Support Analyst will be skilled in all forms of communication, be it written, verbal or body language.
All IT Support requests are recorded on the Trusts computerised support system (Manageengine - Service Desk Plus). Calls must be concise and accurate with sufficient detail to effectively inform colleagues. He/she will ensure that incidents are escalated to second line support where necessary, ensuring that the priority and urgency is understood, and that the end-user is regularly informed of progress.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Person Specification
Education & Qualifications
Essential
- A degree in an IT related subject or an equivalent level of knowledge and experience
- GCSE in English and Maths at grades C or equivalent qualifications
Desirable
- ITIL Foundation Certificate
- ECDL Certificate
Knowledge
Essential
- Good knowledge of computer architecture, Windows operating systems and common business applications
- Directory services / user account administration
- Email account administration
- Data protection and software licensing principals
Desirable
- ITIL Incident Management
- Microsoft Office suite of applications
Experience
Essential
- Significant experience of working in a customer facing environment
- Operating an ITIL based IT Support system
- Administering network user accounts and of applying file access privileges.
- Administering email user accounts
Skills & Abilities
Essential
- Excellent analytical and problem solving skills
- Excellent written and verbal communication skills
- Ability to communicate clearly and courteously with users at all levels of seniority and ability
- Efficient keyboard skills
Person Specification
Education & Qualifications
Essential
- A degree in an IT related subject or an equivalent level of knowledge and experience
- GCSE in English and Maths at grades C or equivalent qualifications
Desirable
- ITIL Foundation Certificate
- ECDL Certificate
Knowledge
Essential
- Good knowledge of computer architecture, Windows operating systems and common business applications
- Directory services / user account administration
- Email account administration
- Data protection and software licensing principals
Desirable
- ITIL Incident Management
- Microsoft Office suite of applications
Experience
Essential
- Significant experience of working in a customer facing environment
- Operating an ITIL based IT Support system
- Administering network user accounts and of applying file access privileges.
- Administering email user accounts
Skills & Abilities
Essential
- Excellent analytical and problem solving skills
- Excellent written and verbal communication skills
- Ability to communicate clearly and courteously with users at all levels of seniority and ability
- Efficient keyboard 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).
