Royal Surrey NHS Foundation Trust

Digital Service Desk Analyst

This job is now closed

Job summary

Are you an enthusiastic IT Service Desk analyst looking for a new challenge in the NHS? Do you enjoy troubleshooting complex IT issues? We are recruiting IT Service Desk Analysts to complement our existing team, ensuring that we can respond to the demands our busy hospital services across Guildford and the surrounding areas.

Whilst an understanding of NHS environments and systems is desirable, on-the-job training will be given to the successful candidate. Currently based in Guildford, the successful candidate(s) will have a flexible attitude and be expected to cover the core hours 8.00am to 5.00pm, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.

Interviews will be in person and on site, and remote interviews are not available.

Main duties of the job

Our Digital Service Desk Analysts are the first point of contact between Trust users and the IT Department and are responsible for handling all 1st line technical support issues. Duties primarily include the logging, triaging and progressing of calls right through to resolution, ensuring our customers' needs are satisfied at every opportunity. Could this be you?

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

We have received an overall Good rating from the CQC with Medical care (including older peoples care), End of Life Care and Maternity services being deemed Outstanding by the CQC.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

A video about the Royal Surrey - https://www.youtube.com/watch?v=5HsiGn9joTQ

Date posted

02 January 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,405 to £28,976 a year per annum - includes high cost area supplements (HCAS)

Contract

Permanent

Working pattern

Full-time

Reference number

384-JH-EMF15198

Job locations

Royal Surrey Hospital

Guildford

GU2 7XX

Job description

Job responsibilities

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites

The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills

Job description

Job responsibilities

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites

Person Specification

Qualifications

Essential

Degree level education or equivalent specialist knowledge acquired through relevant experience

Desirable

Qualification in Customer Service/telephone training
Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
ITIL Foundation Certificate in IT Service Management

Knowledge & Experience

Essential

Experience of working on an IT Service Desk or similar technical support environment
Experience of operating within Service Level Agreements and following working policies and procedures
Use of Service Management and Helpdesk software
Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
Excellent knowledge of PC architecture and peripherals
Basic networking and telephony knowledge e.g VOIP
Proficient in the use of Active Directory
Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
Ability to flexibly cover the assigned hours of support

Desirable

Knowledge and experience of troubleshooting Microsoft & Apple
Use of Service Management and Helpdesk software

Person Specification

Qualifications

Essential

Degree level education or equivalent specialist knowledge acquired through relevant experience

Desirable

Qualification in Customer Service/telephone training
Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
ITIL Foundation Certificate in IT Service Management

Knowledge & Experience

Essential

Experience of working on an IT Service Desk or similar technical support environment
Experience of operating within Service Level Agreements and following working policies and procedures
Use of Service Management and Helpdesk software
Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
Excellent knowledge of PC architecture and peripherals
Basic networking and telephony knowledge e.g VOIP
Proficient in the use of Active Directory
Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
Ability to flexibly cover the assigned hours of support

Desirable

Knowledge and experience of troubleshooting Microsoft & Apple
Use of Service Management and Helpdesk software

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.

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Royal Surrey Hospital

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Royal Surrey Hospital

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)