Job summary
As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, ensuring smooth operation of our IT systems and delivering excellent customer service.
The successful applicants will join a busy Service Desk and will play a key part in supporting the trusts 6,000 staff and various key services.
You will be required to work both as part of the team and as an individual. You must also communicate and support users at all levels within the business, including other members of the Trusts IT team and liaising with external systems suppliers.
For further information (or to arrange an informal discussion about the post) please contact: John Greenaway John.Greenaway@bthft.nhs.uk
Main duties of the job
- Be the first point of contact within Informatics for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system.
- To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration.
- Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.
- Manage the user experience and their expectations by keeping them updated on the status of their reported incident.
- Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department's culture of continuous improvement.
- Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
- To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.
More details in Job Description attached.
About us
The IT Service Desk serves all of the Trust's 5000+ staff, acting as the single point of contact for any IT related issue or service-related request.
The Service Desk deals with approximately 50000 calls per year, taking requests mainly by telephone but also by email and self-service.
The Service Desk currently resolves around 70% of all issues at the first point of contact, whilst the customer is on the phone. The jobholder will help to increase the incidents closed at the point of contact by using and developing a knowledge base.
The jobholder will work to tight deadlines and Key Performance Indicators to help meet customer expectations and provide value for money support to the trust.
The jobholder will be working as part of the IT Support Team, providing cover between the hours of 07.00am through to 5.00pm, Monday to Friday.
Job description
Job responsibilities
For further and detailed information about the role please see attached Job Description and person specification.
Job description
Job responsibilities
For further and detailed information about the role please see attached Job Description and person specification.
Person Specification
Experience
Essential
- Experience of working in an IT Service Desk environment.
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.
Skills
Essential
- Ability to follow scripted solutions to resolve incidents at the point of contact
- Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
- Ability to take ownership and be able to communicate escalations to a range of stakeholders.
- Specialist knowledge of Desktop hardware, software, printers and associated peSpecialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment.ripherals support within a server and client domain / workgroup environment
- Excellent written and verbal communication skills
- Substantial customer facing Skills
- Ability to analyse situations / information to identify and resolve a range of problems
Knowledge
Essential
- Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
- Knowledge of a range of relevant hardware and software environments, gained through qualification or equivalent experience
- Knowledge of ITIL Service Management
- Knowledge of remote user technologies
- Knowledge of remote user technologies
Qualifications
Essential
- GCSE Math's and English (A-C) or equivalent.
- Customer service trained or equivalent experience
- Higher National Certificate / Diploma or equivalent or relevant experience
Desirable
Person Specification
Experience
Essential
- Experience of working in an IT Service Desk environment.
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.
Skills
Essential
- Ability to follow scripted solutions to resolve incidents at the point of contact
- Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
- Ability to take ownership and be able to communicate escalations to a range of stakeholders.
- Specialist knowledge of Desktop hardware, software, printers and associated peSpecialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment.ripherals support within a server and client domain / workgroup environment
- Excellent written and verbal communication skills
- Substantial customer facing Skills
- Ability to analyse situations / information to identify and resolve a range of problems
Knowledge
Essential
- Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
- Knowledge of a range of relevant hardware and software environments, gained through qualification or equivalent experience
- Knowledge of ITIL Service Management
- Knowledge of remote user technologies
- Knowledge of remote user technologies
Qualifications
Essential
- GCSE Math's and English (A-C) or equivalent.
- Customer service trained or equivalent experience
- Higher National Certificate / Diploma or equivalent or relevant experience
Desirable
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).
