Job summary
An excellent opportunity has arisen within The Royal National Orthopaedic Hospital NHS Trust, where we are looking to appoint to the role of Senior Digital Service Desk Analyst within Digital Services. This role would suite an individual who is accountable for their own area of work with a passion for helping customers with their day to day queries and issues.
The role will participate in providing the service desk rota covering the opening hours of the Digital Service Desk which are: 8:30 to 17:00 Monday to Friday. In addition, will be expected to provide out of hours support including weekends, when required as part of an On Call rota. This role may be required to cover shifts that start earlier or finish later than these hours.
We are a Team who work hard and support one another to advance our skill sets. The ideal candidate must have excellent communication and hands-on skills and with the ability to offer a flexible, responsible and positive approach to this challenging position.
As member of the Digital Service Desk Team, we are looking for a committed and professional candidate with a track record of high levels of performance and exceptional customer care. Previous experience and exposure of working in a high demanding service desk environment with excellent communication skills will highly advantageous.
Please ensure you read the job description and meet person specification before applying.
Main duties of the job
The Service Desk is the first point of contact for customers that may experience problems or have queries relating to RNOH systems and IT hardware which support the delivery of patient care. The ideal candidate should have a passion for Digital Services, excellent customer service skills and be able to keep a positive attitude in all aspects of their work whilst ensuring the best possible customer service is delivered.
The post holder will assist to oversee day to day activities of the Digital Service Desk Team, providing additional support to the Service Desk Team Lead. The position will carry out other core duties associated to the role, which will include, supporting the existing Service Desk with call handling of a technical issues of IT nature during busy periods. As a senior service desk analyst you are expected to provide technical expertise, support, as well as mentoring other members of the team to ensure day to day smooth operations.
The desktop environment is based mainly on the Microsoft Operating System and Office suite however you will receive awareness training of the many clinical applications in which you will be expected to receive calls from our customers and provide support.
Previous experience working within a Service Desk role and environment within is essential.
About us
We are a fun team who work hard and support one another to advance our skill sets. The ideal candidate must have excellent communication and hands-on skills and with the ability to offer a flexible, responsible and positive approach to this challenging position.
As member of the Digital Service Desk Team, we are looking for a committed and professional candidate with a track record of high levels of performance and exceptional customer care. Previous experience and exposure of working in a high demanding service desk environment with excellent communication skills will be highly advantageous.
Job description
Job responsibilities
Main Duties and Responsibilities
- Participate in the provision of the RNOH Digital Service Desk to provide first and second line support for all Digital Infrastructure and Applications to deliver an excellent standard of customer service
- Manage all incidents reported to the Digital Service Desk in accordance with Policies and procedures.
- Administrates the RNOH Service Desk system ensuring all updates, patches and accounts are kept up to date. Liaise with supplier for new requirements and issue resolution.
- Assist the Service Desk Team Lead to support and train more junior Service Desk Analysts.
- Answer phones and emails in a professional and timely manner as the front face of Digital.
- Participate in the Service Desk Rota covering the opening hours of the Digital Service Desk which are: 8:30 to 17:00 Monday to Friday via shifts that start at varying times.
- Participate in the Digital Services out of hours support rota together with other Digital Services colleagues.
- Support the infrastructure team, as required by service demands.
Communication and Relationship Skills
- Manages all incidents reported to the Digital Service Desk in accordance with Digital Policies and procedures
- Translates complex technical information into common language for the customers and vice versa for the technical teams.
- Provides regular updates to the Trust users and managers about the progress of on-going high priority incidents.
- Provides customers with accurate and frequent updates when SLAs are breached and reprioritises the work when necessary
- Follows the agreed Digital Service Desk procedures for all the tasks and responsibilities performed while on the job.
- Helps the Digital Service Desk team to improve its first time fixes through knowledge sharing.
- Helps to provide a professional, customer-focused IT Support service to users throughout the Trust.
- Responsible for handling and managing sensitive and/or confidential information in accordance with the Trust policies and guidance provided by Information Governance from time to time.
- Communicates professionally, both written and verbal, with teams within Digital and with the suppliers.
Knowledge Training and Experience
- Develops technical expertise commensurate with the requirements of the role and keeps abreast of new technologies and shares this knowledge with the Service Desk team in a structured way
- Identifies own training and development needs and undertakes agreed training/education as required, supported by regular personal development planning.
Analytical & Judgemental Skills
- Analyses complex information provided by the users over the phone, in person, by email or through other means to determine the most appropriate resolutions in the shortest time.
- Reports and logs security breaches identified during incident investigations using appropriate Trust procedures and actively promotes security best practices to the users.
- Provides detailed resolution, advice and guidance to users on Digital supported systems, products and services provided by Digital.
- Provides Active Directory and e-mail account administration (for example: creation and modification of public folders, distribution lists, secure folders etc.; management of starters, leavers, transfers and honorary contracts and deletions of inactive user accounts) and ensure access control is managed in accordance with policy.
- Provides password administration (including resets in accordance with procedures and Trust policy).
- Provides 1st/2nd line IT support services to help users recover from an incident as quickly as practicable, including initial diagnoses and provision of advice on known solutions where applicable.
- Provides remote resolution of infrastructure incidents for desktops, printers, software and peripherals.
- For all calls that cannot be resolved internally, provides an effective interface between users and service providers, including external suppliers and provides timely updates to users.
- References guidelines where they exist, uses judgement to set priority for resolution, monitor progress and uses escalation procedures for problems not progressing satisfactorily.
- Supports the Digital Service Desk Team Lead with performance and quality management, data analysis and reporting activities.
- Actively builds the support knowledgebase to enhance the skill set of the Digital Service Desk Analysts, promote industry best practices and reduce the resolution times of incidents.
Planning and Organisational Skills
- Prioritises own work within the Digital Service Desk Team with guidance from the Digital Service Desk Team Lead
- Escalates incidents which cannot initially be resolved by 1st line within a specified time to the relevant resolving teams.
- Supports the Service Desk Team Lead to maintain an up to date plan of all administrative, proactive and maintenance activities performed by the Digital Service Desk that repeat at regular intervals.
- When requested by the Service Desk Team Lead, organises, plans, develops and delivers knowledge transfer training through workshops or other means to the Digital Service Desk.
- Pro-actively monitor and seek to resolve all calls in the queue in a timely manner.
Physical Skills
- Responds to service desk requests from customers via phone, e-mail, self-service or face to face contact.
- Remains calm and focussed even under pressure and maintains a pleasant demeanour and excellent interpersonal skills to welcome the visitors and deal with their enquiries.
- Expertly coordinates the use of phone and keyboard simultaneously to get the job done.
Responsibility for User Support
- Provides advice to users on systems, products and services that are available to them.
- Produces administrative and service performance reports for the activities of the Digital Service Desk.
- Following agreed procedures, receives requests for assistance from users in a pleasant and professional manner. Maintains accurate log entries of requests with fault details and contact information. Manages all calls as per Digital policies and management guidance.
- Provides a call triage function, updates the call with essential information and allocates to other Digital teams for resolution if necessary.
- Provides an effective interface between users and service providers. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
- Assists users in making more effective use of systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
Responsibility for Policy/Service Development
- Ensures that processes and procedures for all the agreed activities are documented and circulated within the Digital Service Desk team.
- Works with the management and 2nd and 3rd line support teams to ensure changes to workflow and functionality are understood and are supportable.
- Identifies and recommends service improvements to the Digital Service Desk Team Lead.
Responsibility for Financial and Physical Resources
- Assists users in making effective use of Trust systems, products and services.
Responsibility for Human Resources
- Assists the Service Desk Team Lead to support Digital Service Desk Support Analysts and/or contractors in the absence of, or when requested by, the Digital Service Desk Team Lead.
- When requested by the Service Desk Team Lead, provides training and personal development in Digital supported systems, products and services within the team for other Digital Service Desk staff.
- Provides technical escalation support to the other team members.
Responsibility for Information Resources
- Produces regular and ad-hoc reports using metrics defined by the Digital Service Desk Team Lead.
- Monitors telephones to ensure that the maximum number of calls can be answered with minimum delays for end users.
- Follows and produces/updates written procedures in support of routine activities associated with the role. Uses these to support appropriate training / coaching of other members of the team using the train the trainer approach.
- Assists with the management and maintenance of the Digital Service Desk system.
- Assists in producing a support knowledge base.
- Helps the Service Desk Team Lead standardise Digital Service Desk support process and ensures that documentation is kept up to date.
Responsibility for Research and Development
- Recommends new metrics to the Digital Service Desk Team Lead for improved monitoring and performance reporting of Digital Service Desk activities and functions.
- Contributes to the Digital Service Desk service improvement planning process and suggest service improvements
Freedom to Act
- Frequently required to act independently using appropriate working practices and policy, deciding when it is necessary to refer to the Service Desk Team Lead
Physical Effort
- The role requires answering telephones and reading computer screens for extended periods of time. Staff are encouraged to take breaks as recommended by Occupational Health and as prescribed under the Trusts Health and Safety policy/procedures.
- May need to move or carry computers occasionally without aids.
- May need to visit users or their PCs and/or servers in either the users areas or the server rooms, to carry out necessary works.
Mental Effort
- Digital Service Desk is a frontline activity which presents a very busy and high pressure environment. Staff are required to manage on-going incidents and remain calm and pleasant while dealing with a high volume of phone calls, emails and visitors with unavoidable frequent interruptions.
- Investigates complex incidents, diagnosing underlying causes and propose, discuss and evaluate potential solutions with service providers.
Job description
Job responsibilities
Main Duties and Responsibilities
- Participate in the provision of the RNOH Digital Service Desk to provide first and second line support for all Digital Infrastructure and Applications to deliver an excellent standard of customer service
- Manage all incidents reported to the Digital Service Desk in accordance with Policies and procedures.
- Administrates the RNOH Service Desk system ensuring all updates, patches and accounts are kept up to date. Liaise with supplier for new requirements and issue resolution.
- Assist the Service Desk Team Lead to support and train more junior Service Desk Analysts.
- Answer phones and emails in a professional and timely manner as the front face of Digital.
- Participate in the Service Desk Rota covering the opening hours of the Digital Service Desk which are: 8:30 to 17:00 Monday to Friday via shifts that start at varying times.
- Participate in the Digital Services out of hours support rota together with other Digital Services colleagues.
- Support the infrastructure team, as required by service demands.
Communication and Relationship Skills
- Manages all incidents reported to the Digital Service Desk in accordance with Digital Policies and procedures
- Translates complex technical information into common language for the customers and vice versa for the technical teams.
- Provides regular updates to the Trust users and managers about the progress of on-going high priority incidents.
- Provides customers with accurate and frequent updates when SLAs are breached and reprioritises the work when necessary
- Follows the agreed Digital Service Desk procedures for all the tasks and responsibilities performed while on the job.
- Helps the Digital Service Desk team to improve its first time fixes through knowledge sharing.
- Helps to provide a professional, customer-focused IT Support service to users throughout the Trust.
- Responsible for handling and managing sensitive and/or confidential information in accordance with the Trust policies and guidance provided by Information Governance from time to time.
- Communicates professionally, both written and verbal, with teams within Digital and with the suppliers.
Knowledge Training and Experience
- Develops technical expertise commensurate with the requirements of the role and keeps abreast of new technologies and shares this knowledge with the Service Desk team in a structured way
- Identifies own training and development needs and undertakes agreed training/education as required, supported by regular personal development planning.
Analytical & Judgemental Skills
- Analyses complex information provided by the users over the phone, in person, by email or through other means to determine the most appropriate resolutions in the shortest time.
- Reports and logs security breaches identified during incident investigations using appropriate Trust procedures and actively promotes security best practices to the users.
- Provides detailed resolution, advice and guidance to users on Digital supported systems, products and services provided by Digital.
- Provides Active Directory and e-mail account administration (for example: creation and modification of public folders, distribution lists, secure folders etc.; management of starters, leavers, transfers and honorary contracts and deletions of inactive user accounts) and ensure access control is managed in accordance with policy.
- Provides password administration (including resets in accordance with procedures and Trust policy).
- Provides 1st/2nd line IT support services to help users recover from an incident as quickly as practicable, including initial diagnoses and provision of advice on known solutions where applicable.
- Provides remote resolution of infrastructure incidents for desktops, printers, software and peripherals.
- For all calls that cannot be resolved internally, provides an effective interface between users and service providers, including external suppliers and provides timely updates to users.
- References guidelines where they exist, uses judgement to set priority for resolution, monitor progress and uses escalation procedures for problems not progressing satisfactorily.
- Supports the Digital Service Desk Team Lead with performance and quality management, data analysis and reporting activities.
- Actively builds the support knowledgebase to enhance the skill set of the Digital Service Desk Analysts, promote industry best practices and reduce the resolution times of incidents.
Planning and Organisational Skills
- Prioritises own work within the Digital Service Desk Team with guidance from the Digital Service Desk Team Lead
- Escalates incidents which cannot initially be resolved by 1st line within a specified time to the relevant resolving teams.
- Supports the Service Desk Team Lead to maintain an up to date plan of all administrative, proactive and maintenance activities performed by the Digital Service Desk that repeat at regular intervals.
- When requested by the Service Desk Team Lead, organises, plans, develops and delivers knowledge transfer training through workshops or other means to the Digital Service Desk.
- Pro-actively monitor and seek to resolve all calls in the queue in a timely manner.
Physical Skills
- Responds to service desk requests from customers via phone, e-mail, self-service or face to face contact.
- Remains calm and focussed even under pressure and maintains a pleasant demeanour and excellent interpersonal skills to welcome the visitors and deal with their enquiries.
- Expertly coordinates the use of phone and keyboard simultaneously to get the job done.
Responsibility for User Support
- Provides advice to users on systems, products and services that are available to them.
- Produces administrative and service performance reports for the activities of the Digital Service Desk.
- Following agreed procedures, receives requests for assistance from users in a pleasant and professional manner. Maintains accurate log entries of requests with fault details and contact information. Manages all calls as per Digital policies and management guidance.
- Provides a call triage function, updates the call with essential information and allocates to other Digital teams for resolution if necessary.
- Provides an effective interface between users and service providers. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
- Assists users in making more effective use of systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
Responsibility for Policy/Service Development
- Ensures that processes and procedures for all the agreed activities are documented and circulated within the Digital Service Desk team.
- Works with the management and 2nd and 3rd line support teams to ensure changes to workflow and functionality are understood and are supportable.
- Identifies and recommends service improvements to the Digital Service Desk Team Lead.
Responsibility for Financial and Physical Resources
- Assists users in making effective use of Trust systems, products and services.
Responsibility for Human Resources
- Assists the Service Desk Team Lead to support Digital Service Desk Support Analysts and/or contractors in the absence of, or when requested by, the Digital Service Desk Team Lead.
- When requested by the Service Desk Team Lead, provides training and personal development in Digital supported systems, products and services within the team for other Digital Service Desk staff.
- Provides technical escalation support to the other team members.
Responsibility for Information Resources
- Produces regular and ad-hoc reports using metrics defined by the Digital Service Desk Team Lead.
- Monitors telephones to ensure that the maximum number of calls can be answered with minimum delays for end users.
- Follows and produces/updates written procedures in support of routine activities associated with the role. Uses these to support appropriate training / coaching of other members of the team using the train the trainer approach.
- Assists with the management and maintenance of the Digital Service Desk system.
- Assists in producing a support knowledge base.
- Helps the Service Desk Team Lead standardise Digital Service Desk support process and ensures that documentation is kept up to date.
Responsibility for Research and Development
- Recommends new metrics to the Digital Service Desk Team Lead for improved monitoring and performance reporting of Digital Service Desk activities and functions.
- Contributes to the Digital Service Desk service improvement planning process and suggest service improvements
Freedom to Act
- Frequently required to act independently using appropriate working practices and policy, deciding when it is necessary to refer to the Service Desk Team Lead
Physical Effort
- The role requires answering telephones and reading computer screens for extended periods of time. Staff are encouraged to take breaks as recommended by Occupational Health and as prescribed under the Trusts Health and Safety policy/procedures.
- May need to move or carry computers occasionally without aids.
- May need to visit users or their PCs and/or servers in either the users areas or the server rooms, to carry out necessary works.
Mental Effort
- Digital Service Desk is a frontline activity which presents a very busy and high pressure environment. Staff are required to manage on-going incidents and remain calm and pleasant while dealing with a high volume of phone calls, emails and visitors with unavoidable frequent interruptions.
- Investigates complex incidents, diagnosing underlying causes and propose, discuss and evaluate potential solutions with service providers.
Person Specification
Communication & Relationship Skills
Essential
- Demonstrable communication and relationship skills with ability to explain why these are necessary and how they are used. Good standard of spoken and written English suitable to provide clear responses to customers and a professional standard of department performance report writing in reports to the Service Desk Team Lead. Must work co-operatively with others to achieve common goals.
Knowledge, Training & Experience
Essential
- 2 'A' Levels in Science or Technology subjects, or equivalent qualifications or experience.
- Extensive experience of supporting Microsoft Windows operating systems and Office suites. Extensive experience of Microsoft Active Directory and administrating user accounts.
- Extensive experience working in an IT Service Desk at least at Band 4 equivalent - this is unlikely to have been developed in less than a few years.
Desirable
- Experience of supporting NHS applications in a large and complex secondary/tertiary care setting.Experience in administering clinical applications.
- Experience in administering NHS IT systems. Experience of supporting Microsoft Teams and Office 365. Experience supporting NHS Mail, and related services.
- ITIL qualification.
Analytical & Judgment Skills
Essential
- Ability to analyse complex information Ability to use judgment to provide appropriate incident resolutions or escalations to other support teams and at the same time maintaining customer satisfaction levels.
Planning & Organisational Skills
Essential
- Demonstrable ability to prioritise own work within the Digital Service Desk Team with guidance from the Digital Service Desk Team Lead. Demonstrable ability to manage high workloads with frequent interruptions and changes to priority.
IT skills
Essential
- Demonstrable proficiency in providing remote and face to face IT hardware and application support.
Desirable
- IT related professional/ technical qualification: i.e. Microsoft; CompTIA; SDI Analyst; ITIL Foundation.
Responsibility for Policy/Service Development
Essential
- Demonstrable ability to develop and maintain Service Desk procedures and support documentation Demonstrable ability to develop and share new support knowledge and techniques with the Service Desk team.
Responsibility for Research & Development
Essential
- Demonstrable ability to recommend new service performance metrics and other service improvements.
Person Specification
Communication & Relationship Skills
Essential
- Demonstrable communication and relationship skills with ability to explain why these are necessary and how they are used. Good standard of spoken and written English suitable to provide clear responses to customers and a professional standard of department performance report writing in reports to the Service Desk Team Lead. Must work co-operatively with others to achieve common goals.
Knowledge, Training & Experience
Essential
- 2 'A' Levels in Science or Technology subjects, or equivalent qualifications or experience.
- Extensive experience of supporting Microsoft Windows operating systems and Office suites. Extensive experience of Microsoft Active Directory and administrating user accounts.
- Extensive experience working in an IT Service Desk at least at Band 4 equivalent - this is unlikely to have been developed in less than a few years.
Desirable
- Experience of supporting NHS applications in a large and complex secondary/tertiary care setting.Experience in administering clinical applications.
- Experience in administering NHS IT systems. Experience of supporting Microsoft Teams and Office 365. Experience supporting NHS Mail, and related services.
- ITIL qualification.
Analytical & Judgment Skills
Essential
- Ability to analyse complex information Ability to use judgment to provide appropriate incident resolutions or escalations to other support teams and at the same time maintaining customer satisfaction levels.
Planning & Organisational Skills
Essential
- Demonstrable ability to prioritise own work within the Digital Service Desk Team with guidance from the Digital Service Desk Team Lead. Demonstrable ability to manage high workloads with frequent interruptions and changes to priority.
IT skills
Essential
- Demonstrable proficiency in providing remote and face to face IT hardware and application support.
Desirable
- IT related professional/ technical qualification: i.e. Microsoft; CompTIA; SDI Analyst; ITIL Foundation.
Responsibility for Policy/Service Development
Essential
- Demonstrable ability to develop and maintain Service Desk procedures and support documentation Demonstrable ability to develop and share new support knowledge and techniques with the Service Desk team.
Responsibility for Research & Development
Essential
- Demonstrable ability to recommend new service performance metrics and other service improvements.
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).
