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. 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?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, Surrey 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.
Main duties of the job
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.
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.
The Care Quality Commission (CQC) have given us an overall rating of Outstanding.
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=R96pMboIYdo
Job description
Job responsibilities
To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issuesContribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guidesTo Create and maintain user network accounts in Active Directory and other supported applications
Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the market place.Undertake any other duties which may be reasonably required by their line manager.
Job description
Job responsibilities
To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issuesContribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guidesTo Create and maintain user network accounts in Active Directory and other supported applications
Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the market place.Undertake any other duties which may be reasonably required by their line manager.
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 and Experience
Essential
- Min 1 year 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 and experience of troubleshooting Microsoft & Apple technologies e.g Win10, O365, Teams, iPads/iPhones
- Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
- Ability to flexibly cover the assigned hours of support
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
- Enthusiastic, innovative and self-motivated
Desirable
- Experience of working in Healthcare
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 and Experience
Essential
- Min 1 year 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 and experience of troubleshooting Microsoft & Apple technologies e.g Win10, O365, Teams, iPads/iPhones
- Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
- Ability to flexibly cover the assigned hours of support
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
- Enthusiastic, innovative and self-motivated
Desirable
- Experience of working in Healthcare
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.
