Job summary
A new and exciting opportunity has arisen to join the MY Digital Service Desk team as a Digital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust.
The Digital Service Desk team, in conjunction with other teams within Digital Services, delivers Trust-wide first line support to staff via telephone, remotely and in person, providing users with excellent service and support to deliver their roles safely and effectively.
We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused first-line IT support and contribute to its ongoing development.
This is a permanent full time position, working 37.5 hours per weeks, Monday to Friday with shifts between 08.00am to 22.00pm. (need to be flexible depending on service needs)
Main duties of the job
The successful candidate will need to deliver a comprehensive range of high-quality, customer-focused first-line IT support to staff and affiliates of the Trust.
Also, the postholder will have to interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
-
To provide first-line IT support, advice and
information to customers over the phone, electronically and remotely. This will
include supporting a range of desktop, laptop, mobile, printing, and telephone
technologies, standard software applications, and corporate systems and
services.
-
To accurately record, monitor and maintain all
incidents and service requests in order to provide data for Incident and
Problem Management.
-
To restore normal service to the customer as
quickly as possible, following diagnoses of the incident or fulfilment of the service
request ensuring safe use of IT equipment by users and training users as
necessary to resolve remotely.
-
Take ownership of support requests by logging, diagnosing,
troubleshooting and resolving incidents and fulfilling service requests,
providing timely responses in line with Trust standards and service levels.
-
To use initiative and judgement to resolve both
routine and non-routine IT enquiries, seeking advice from supervisors, as
required, in line with departmental policies and procedures.
-
To ensure that any IT enquiries that cannot be dealt
with directly are escalated to the appropriate resolver teams.
-
To investigate and analyse re-opened enquiries.
-
To provide reports, as requested, in order to
analyse the trends of enquiries.
-
To provide a high level of customer service and
satisfaction at all times
- To produce and maintain documentation for use in the online Knowledgebase.
- To manage and maintain the asset database and
documentation as appropriate to the role.
-
To occasionally assist the Technical Team with the
moving and handling of equipment
-
To work within the Trust Digital Technology
Security Policy at all times and ensure all systems supported comply with this.
-
To undergo staff training and development as
required and attend all team and departmental meetings.
-
To update systems as appropriate to track the
lifetime of IT assets within the Trust.
-
To demonstrate the Trusts core values and
behaviours.
Job description
Job responsibilities
-
To provide first-line IT support, advice and
information to customers over the phone, electronically and remotely. This will
include supporting a range of desktop, laptop, mobile, printing, and telephone
technologies, standard software applications, and corporate systems and
services.
-
To accurately record, monitor and maintain all
incidents and service requests in order to provide data for Incident and
Problem Management.
-
To restore normal service to the customer as
quickly as possible, following diagnoses of the incident or fulfilment of the service
request ensuring safe use of IT equipment by users and training users as
necessary to resolve remotely.
-
Take ownership of support requests by logging, diagnosing,
troubleshooting and resolving incidents and fulfilling service requests,
providing timely responses in line with Trust standards and service levels.
-
To use initiative and judgement to resolve both
routine and non-routine IT enquiries, seeking advice from supervisors, as
required, in line with departmental policies and procedures.
-
To ensure that any IT enquiries that cannot be dealt
with directly are escalated to the appropriate resolver teams.
-
To investigate and analyse re-opened enquiries.
-
To provide reports, as requested, in order to
analyse the trends of enquiries.
-
To provide a high level of customer service and
satisfaction at all times
- To produce and maintain documentation for use in the online Knowledgebase.
- To manage and maintain the asset database and
documentation as appropriate to the role.
-
To occasionally assist the Technical Team with the
moving and handling of equipment
-
To work within the Trust Digital Technology
Security Policy at all times and ensure all systems supported comply with this.
-
To undergo staff training and development as
required and attend all team and departmental meetings.
-
To update systems as appropriate to track the
lifetime of IT assets within the Trust.
-
To demonstrate the Trusts core values and
behaviours.
Person Specification
Qualifications
Essential
- 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience.
- NVQ3 or HNC in a PC/desktop support related discipline or equivalent.
- ECDL or equivalent qualification or knowledge.
Desirable
- Certification/accreditation in specific IT products or technologies, such as MS Office.
- Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services.
- Service Desk Analyst certification.
Experience
Essential
- Experience of working in a high-pressured service environment in a customer-facing role.
- Good working experience of current Windows PC and MAC operating systems.
- Experience of working to Service Level Agreement targets and managing own workloads to meet them.
Desirable
- Experience of working in an IT Service Desk environment.
- Experience of using ITIL processes for IT Incidents and Service Requests.
- Experience of using IT Service Management tools.
- Previous NHS experience.
Skills and Abilities
Essential
- Ability to follow documented processes in supporting technology based incidents and service requests.
- Excellent time management skills.
- Excellent customer service skills.
- Effective team working skills.
- Learning agility and commitment to self development.
- Well-developed interpersonal skills including the ability to deal with customers and colleagues in a patient, friendly and approachable manner.
- Ability to communicate effectively (both verbally and in writing) with customers who have varying IT skills, and to explain complex technical solutions clearly and unambiguously to customers at all levels.
Knowledge and Awareness
Essential
- Up to date knowledge of common computer equipment.
- Good working knowledge of current Windows PC and MAC operating systems.
- General knowledge of a range of common software applications (e.g. Web Browsers, Microsoft Office).
- Awareness of own limitations.
Desirable
- Basic knowledge and understanding of Active Directory services and Office 365.
- Advanced knowledge of current Microsoft Windows operating systems.
- Awareness of IT Service Management and ITIL processes.
- Basic knowledge of data protection.
Personal Attributes
Essential
- Adaptable and flexible approach towards hours of work.
- Strong customer focus and sincere commitment to delivering an excellent customer service
- Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively.
- Ability to work effectively under pressure.
- Ability to work well in a team and to contribute to its success.
- Ability to adopt a methodical, systematic and accurate approach to work.
- Enthusiastic, proactive and professional manner.
- Appearance and self-presentation appropriate to the public nature of the post.
Other
Essential
- Ability to satisfy Occupational Health screening.
- Adaptable and flexible according to the demands of the service.
- Understanding of need to maintain confidentiality.
Person Specification
Qualifications
Essential
- 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience.
- NVQ3 or HNC in a PC/desktop support related discipline or equivalent.
- ECDL or equivalent qualification or knowledge.
Desirable
- Certification/accreditation in specific IT products or technologies, such as MS Office.
- Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services.
- Service Desk Analyst certification.
Experience
Essential
- Experience of working in a high-pressured service environment in a customer-facing role.
- Good working experience of current Windows PC and MAC operating systems.
- Experience of working to Service Level Agreement targets and managing own workloads to meet them.
Desirable
- Experience of working in an IT Service Desk environment.
- Experience of using ITIL processes for IT Incidents and Service Requests.
- Experience of using IT Service Management tools.
- Previous NHS experience.
Skills and Abilities
Essential
- Ability to follow documented processes in supporting technology based incidents and service requests.
- Excellent time management skills.
- Excellent customer service skills.
- Effective team working skills.
- Learning agility and commitment to self development.
- Well-developed interpersonal skills including the ability to deal with customers and colleagues in a patient, friendly and approachable manner.
- Ability to communicate effectively (both verbally and in writing) with customers who have varying IT skills, and to explain complex technical solutions clearly and unambiguously to customers at all levels.
Knowledge and Awareness
Essential
- Up to date knowledge of common computer equipment.
- Good working knowledge of current Windows PC and MAC operating systems.
- General knowledge of a range of common software applications (e.g. Web Browsers, Microsoft Office).
- Awareness of own limitations.
Desirable
- Basic knowledge and understanding of Active Directory services and Office 365.
- Advanced knowledge of current Microsoft Windows operating systems.
- Awareness of IT Service Management and ITIL processes.
- Basic knowledge of data protection.
Personal Attributes
Essential
- Adaptable and flexible approach towards hours of work.
- Strong customer focus and sincere commitment to delivering an excellent customer service
- Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively.
- Ability to work effectively under pressure.
- Ability to work well in a team and to contribute to its success.
- Ability to adopt a methodical, systematic and accurate approach to work.
- Enthusiastic, proactive and professional manner.
- Appearance and self-presentation appropriate to the public nature of the post.
Other
Essential
- Ability to satisfy Occupational Health screening.
- Adaptable and flexible according to the demands of the service.
- Understanding of need to maintain confidentiality.
Additional information
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).
