Service Desk Analyst

Job responsibilities

JOB SUMMARY

The service desk provides support for approximately 4,000 users and the IT Service Desk Analyst Team provides the first point of contact for users experiencing difficulties with IT systems and services.

The postholder will be responsible for the provision of professional first line IT support to SWYPFT computer users by telephone and e-mail.

A broad understanding of the IT demands and requirements of NHS staff is needed for this post, together with knowledge of common desktop systems and specialist NHS applications such as the Health and Social Care Information Centre (HSCIC).

The postholder will be required to adhere to strict protocols and procedures in supporting staff and ensuring that correct escalation channels are followed. Support staff are required to promote the correct use of IT resources with the Trust and provide training and user assurance.

The postholder will have previous customer service experience and good communication skills. The support staff will need to resolve any problems as quickly as possible and reassure end users; good interpersonal skills are essential.

KEY RESULT AREAS:

• To support the Service Desk Manager in delivering the defined service desk service.

• Provide first and second line support including incident/problem identification, resolution and escalation in line with local Service Level Agreements.

• Action Service Requests for software upgrades/installations to ICT equipment ensuring minimum impact to users.

• Document processes and procedures to assist with PC configuration, software installation and patch records.

• Installation, maintenance, documentation and support of workstations, peripherals and software packages, e.g. Windows, Outlook, Office applications, virtual network

• Explain and advise solutions to complex I.T. issues to non I.T. staff.

• Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets.

• Monitor problems and suggest solutions to the relevant system manager. Be a source of information and guidance on information systems and policies and procedures and keep up-to-date with current IM&T developments, Trust-wide policies, national strategies and legislation.

• To deliver training to users; which include one to one sessions, telephone consultations and remote demonstrations.

• Accurately document all support calls and e-mails, gathering as much information as quickly as possible to correctly diagnose faults. Own the calls following them through reporting to closure ensuring that Service Level Agreements are met.

• To establish and maintain effective communication with Business Units, acting as their point of contact for information system issues.

• Provision of support to corporate systems and those maintained on behalf of the Trust. Systems support will include database applications and web-based systems.

• Maintain up-to-date and comprehensive procedure notes for all functions associated with the Service Desk and IM&T support and assist in streamlining processes where required.

• General administrative duties as required, including post collection/distribution and to maintain consumable departmental stationery and order documentation.

• Develop skills for self through training/development opportunities and the staff appraisal system.

• Keep the user informed of developments throughout the calls lifecycle. The Service Desk is the communication channel between the users and the IT Services.

• Inform users of policies and procedures in use at both local and national levels. Support all new initiatives and projects, providing information and assurance to end users.

KEY RELATIONSHIPS:

• Trust staff at all levels by e-mail, telephone and in person
• Other NHS staff locally
• Local Authority officers
• System Suppliers re support calls
• HSCIC Service Desk
• Technical specialists in second line support

Trust Values:

The Trust is committed to ensuring the highest standards of care and treatment and expects that all staff treat people e.g, service users, their carers, relatives, friends, colleagues, visitors etc, with dignity and respectat all time. The post holder must all time act in accordance with the Trusts Values:

We put the person first and in the centre

We know that families and carers matter

We are respectful, honest, open and transparent

We improve and aim to be outstanding

We are relevant today and ready for tomorrow

Safeguarding:

Report any concerns regarding the safety or wellbeing of children, adults service users, members of their families etc, in accordance with Trust Policy.

Prevent and respond appropriately to abuse and understand own role in this by undertaking Safeguarding training.

Trust policies and commitments to be read in line with the relevant Trust Policy:

All staff employed by the Trust must comply with the Trusts policies and procedures, undertake appropriate training required for their role and commit to:

ensure they are aware of the Whistleblowing Policy and how they raise concerns;

maintain confidentiality, in line with the Trusts Confidentiality Policy and Code of Conduct;

understand their personal responsibilities with regards to data quality for any information which they create, use or process in accordance with the General Data Protection Regulation (GDPR), The Data Protection Act 2018 (DPA) and Trust Data Protection policy;

comply with the provisions of The Trusts Health and Safety Policy and Protocol. Ensuring their own safety and that of colleagues, service users and visitors. Know the action to be taken in the event of a fire and must undertake fire training annually;

receive supervision in line with the Trusts Supervision Policy and an annual Appraisal in line with the Trusts Appraisal Policy, during which mandatory, role specific and personal development needs should be identified and agreed;

understand their responsibilities under the Trusts Equal Opportunities in Employment Policy and ensure that they adhere to the provisions of the policy;

recognise, respect and support the equality diversity of staff, colleagues, service users, carers and the public. Contribute to a working environment which promotes and responds positively to difference and diversity;

ensure they carry out their duty to safeguard and promote the welfare of children and young people under the age of 18 years, as issued under Section 11 of The Children Act 2004, by being familiar with and adhering to Trust safeguarding policies and participatingin relevanttraining;

comply with their professional responsibilities to develop their practice and deliver care through a Clinical Governance framework (i.e. CPD, Audit, Supervision);

demonstrate, through practice and practical understanding, the importance of the continual development of individual, team and service wide quality improvement;

abide by relevant codes of professional practice, with the organisation taking action when codes of conduct are breached;

work flexibly to meet the needs of the service/organisation, whilst working within a culture of progressive employment practices and commitment to the Investors in People (IiP) Standards.

adhere to the Trusts smoke free policies, which prohibits smoking anywhere on Trust grounds;

being socially responsible by complying with measures that support the Trust in reducing or offsetting our environmental impact;

Identify and report risks, hazards, incidents, accidents and near misses promptly;

In addition to the Trusts own responsibilities under the Health and Social Care Act 2008, Code of Practice on the prevention and control of infections and related guidance, for your safety, ALL staff (and contractors) are responsible for ensuring their work adheres to this Code in the delivery of safe patient care.

This job description is an outline of the main duties of the post. The postholder will be required to undertake other duties commensurate with the band as directed. The content of this post will be reviewed in consultation with the postholder when necessary and in line with the service developments.

For full details of the role please see the supporting documents attached.

We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application forms. We strongly discourage this and will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.

Personal Attributes

Essential

• Excellent verbal and written communication skills.
• Ability to demonstrate excellent customer relationship skills.
• Customer focussed and interested in helping people.
• Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
• Able to deliver high standards of customer service in a professional manner.
• Reliable with good timekeeping.
• Professional in self-presentation and manner.
• Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team.
• Prepared to ask for and give help when needed.
• Flexible and versatile.
• Self-motivated, enthusiastic and can work on own initiative or as part of a team.
• Problem solving skills, using both initiative and following procedures.
• Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate.
• Willingness to learn and develop.
• Ability to travel effectively between Trust sites.

Desirable

• Presentation skills.
• Sound analysis skills.
• Well developed problem solving skills.

Experience

Essential

• Substantial experience in the delivery of customer service.
• Substantial experience of team working in a busy environment.
• Email & Network experience/understanding.
• Experience of supporting IT hardware and software.
• Sound knowledge/experience of working with Active Directory (AD)
• Experience of dealing with enquiries and investigating solutions in a modern IT environment.

Desirable

• Previous telephone support experience in a first line role.
• Experience of working in an NHS Information Service Desk environment.
• Experience of NHS patient-based information systems.
• Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security.

Special Knowledge/Skills

Essential

• Attentive to details and able to accurately record dat.
• Confident and credible telephone manner.
• Excellent customer care skills.
• The ability to communicate technical issues effectively and concisely to non-technical staff.
• The ability to maintain a professional approach under all circumstances.
• Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).

Desirable

• Knowledge of typical IT infrastructure defects and terminology.
• Understanding ITIL principles.
• Have an understanding of typical service desk scenarios that can be reported through to the service desk.

Physical Attributes

Essential

• Ability to undertake the duties and demands of the post. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).

Qualifications

Essential

• Microsoft Certified Professional (MCP) or qualified to a similar level by experience.
• Demonstrate an appropriate level of IT competency.

Desirable

• Working towards additional recognised IT qualifications.
• ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.

Training

Essential

• Proven commitment to personal development as evidenced through attendance at a range of training/development events.

Desirable

• ITIL Qualification.
• Customer Services Training.