Job summary
We are looking to recruit a Service Desk Analyst into our Digital Service Desk team. You will form part of a team of Analysts who are the 1st point of contact for the resolution of RNOH Digital Services requests and reported incidents. You will play an important part in ensuring that processes, policies and systems are adhered to and followed to maintain an excellent customer service throughout the Digital services.
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. This role may be required cover shifts that start earlier or finish later than these hours.
Please see the Job Description and Person Specification for further details
Main duties of the job
You will contribute to efficient, accurate, and timely logging and resolution of requests and incidents according to SLAs. You will contribute to the identification and escalation of underlying problems. You will have an important part in maintaining this team as a first class customer focused service to the RNOH.
You will be a team player, with excellent communication and customer service skills being essential as you will be liaising with users at all levels. You will have a high level of computer literacy and excellent technical support skills, with Windows 11, Microsoft Teams, Microsoft Office 2024 and Office 365 proficiency being essential. You will be required to support mobile devices and remote access services
Experience of supporting systems and services used by the NHS such as NHSmail and EPIC EHR is highly desirable.
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. A passion for Digital Services, excellent customer service skills and positive attitude in all aspects of work is required.
The desktop environment is based mainly on the Microsoft Operating System and Office suite however you will receive awareness training of the clinical and corporate applications for which you will be expected to receive calls from our customers.
Previous experience working within a Service Desk environment is essential.
About us
The RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world's most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link:https://www.rnoh.nhs.uk/
Job description
Job responsibilities
To participate in the provision of the RNOH Digital Service Desk to provide first line support all Digital Infrastructure and Applications to delivery an excellent standard of customer service. To answer phones and emails in a professional and timely manner as the front face of Digital.
- Accurately and consistently log all user interactions to ensure that anyone who might need to help a customer with an issue has the relevant information to enable them to do so. To accurately prioritise all tickets and escalate to appropriate teams to ensure timely resolution.
- To carry out the required tasks involved in the administration of user access to Digital managed resources, applications and services ensuring appropriate access is granted to end users.
- Perform administrative processes and procedures related to Digital managed applications.
- Provide first line support for end user devices including windows desktops, laptops, printers, tablets, phones and related equipment. Provide support for Microsoft Office supporting end user queries as well as technical incidents.
- Provide appropriate support to resolve, or assist in resolving Digital supported service related incidents and requests reported to the service desk; and be able to answer customers questions accurately and in an understandable manner.
- Communicate effectively with all stakeholders ensuring complex ICT terminology is understandable for all.
- Support the Digital Infrastructure and Digital Applications Team to ensure that the Trust is protected from Cyber Security Threats and the risk is minimised. To proactively report and escalate cyber security issues when identified.
- Liaise with third party vendors and their support agents, in a first line capacity when required.
- Maintain and enhance customer satisfaction throughout the life cycle of service desk interactions, respectively, courteously and positively.
- Manage the customer expectations as defined in service level agreements (SLAs) or standard operating procedures (SOPs) ensuring performance KPIs are met.
- To add to the knowledge base to help resolve customer issues. To contribute to the authoring of Plain English documentation to support the use of Digital systems and applications
- Maintain appropriate product and services knowledge and keep up-to-date with any changes and new products coming into service.
- Share knowledge to improve the capabilities of colleagues and of the service desk.
- Adhere and contribute to the service desks processes and procedures.
- Contribute to Digital Services projects as needed.
- To work within a Service management system and ensure all appropriate actions are undertaken including change and release management, problem management and incident management.
Please see the Job Description and Person Specification for further details
Job description
Job responsibilities
To participate in the provision of the RNOH Digital Service Desk to provide first line support all Digital Infrastructure and Applications to delivery an excellent standard of customer service. To answer phones and emails in a professional and timely manner as the front face of Digital.
- Accurately and consistently log all user interactions to ensure that anyone who might need to help a customer with an issue has the relevant information to enable them to do so. To accurately prioritise all tickets and escalate to appropriate teams to ensure timely resolution.
- To carry out the required tasks involved in the administration of user access to Digital managed resources, applications and services ensuring appropriate access is granted to end users.
- Perform administrative processes and procedures related to Digital managed applications.
- Provide first line support for end user devices including windows desktops, laptops, printers, tablets, phones and related equipment. Provide support for Microsoft Office supporting end user queries as well as technical incidents.
- Provide appropriate support to resolve, or assist in resolving Digital supported service related incidents and requests reported to the service desk; and be able to answer customers questions accurately and in an understandable manner.
- Communicate effectively with all stakeholders ensuring complex ICT terminology is understandable for all.
- Support the Digital Infrastructure and Digital Applications Team to ensure that the Trust is protected from Cyber Security Threats and the risk is minimised. To proactively report and escalate cyber security issues when identified.
- Liaise with third party vendors and their support agents, in a first line capacity when required.
- Maintain and enhance customer satisfaction throughout the life cycle of service desk interactions, respectively, courteously and positively.
- Manage the customer expectations as defined in service level agreements (SLAs) or standard operating procedures (SOPs) ensuring performance KPIs are met.
- To add to the knowledge base to help resolve customer issues. To contribute to the authoring of Plain English documentation to support the use of Digital systems and applications
- Maintain appropriate product and services knowledge and keep up-to-date with any changes and new products coming into service.
- Share knowledge to improve the capabilities of colleagues and of the service desk.
- Adhere and contribute to the service desks processes and procedures.
- Contribute to Digital Services projects as needed.
- To work within a Service management system and ensure all appropriate actions are undertaken including change and release management, problem management and incident management.
Please see the Job Description and Person Specification for further details
Person Specification
Qualifications
Essential
- GCSE English and Mathematics
Desirable
- IT professional/ technical qualification i.e Microsoft / CompTIA
Experience
Essential
- Experience in the provision and management of IT services within a large organisation
Desirable
- Experience in managing clinical applications
- Experience supporting NHS IT systems
Skills
Essential
- Excellent communication skills
- IT skills in Microsoft Windows systems, Office and applications
- Ability to translate IT terms into simple English
Person Specification
Qualifications
Essential
- GCSE English and Mathematics
Desirable
- IT professional/ technical qualification i.e Microsoft / CompTIA
Experience
Essential
- Experience in the provision and management of IT services within a large organisation
Desirable
- Experience in managing clinical applications
- Experience supporting NHS IT systems
Skills
Essential
- Excellent communication skills
- IT skills in Microsoft Windows systems, Office and applications
- Ability to translate IT terms into simple English
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.
