Job summary
An opportunity has arisen to join our IT Service Desk Team as a Band 4 IT Service Desk Analyst. You will provide an effective, responsive, user-friendly, and customer focused Service Desk technical support to all IT users within the Trust. You will also assist the Deputy Service Desk Manager with routine office functions and allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, ensuring you provide the engineer with all available and relevant information on the problem.
An interview date is yet to be confirmed.
Main duties of the job
- Provide advanced first 'point of contact' support for the ICT Service Desk, analysing and logging all requests in the Service Desk system to a standard consistent with agreed management procedures.
- Ensure that all work details are logged in the Service Desk incident management system in line with agreed incident, problem & change management procedures; maintaining accurate records of actions and status of incidents and updating affected users.
- Assist the Service Desk Manager when not on duty in ensuring the provision of the service to meet the needs of customers.
- Propose changes to end user systems (i.e. hardware or software) in order to improve the ICT Department's service to its customers.
- Monitor Application Interfaces, in accordance with agreed Service Desk management arrangements.
- Enable remote network access for staff following Standard Operating Procedures (SOPs), registering access using the Service Desk system.
About us
The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.
The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities,community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitalsprovide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital.
We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.
Job description
Job responsibilities
- Maintain accuracy of the ICT Service Desk Database by following Standard Operating Procedures.
- Carry out the full range of duties following Trust Policy and Department Procedures.
- Actively identify the present or future computer training needs of users, recommending appropriate training or guidance solutions to the relevant department for assistance.
- Prioritise and assign calls to the various support groups within the Department.
- To be responsible for the training and development of new and junior staff members within the Department.
To be responsible whilst on duty for the physical and electronic security of the IT Office following Standard Operating Procedures
Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.
Job description
Job responsibilities
- Maintain accuracy of the ICT Service Desk Database by following Standard Operating Procedures.
- Carry out the full range of duties following Trust Policy and Department Procedures.
- Actively identify the present or future computer training needs of users, recommending appropriate training or guidance solutions to the relevant department for assistance.
- Prioritise and assign calls to the various support groups within the Department.
- To be responsible for the training and development of new and junior staff members within the Department.
To be responsible whilst on duty for the physical and electronic security of the IT Office following Standard Operating Procedures
Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.
Person Specification
Aplication form
Essential
- Education and Qualifications
- Experience
- Skills, knowledge and abilities
Desirable
- ITIL certification to foundation level or standard industry technical certifications
- Knowledge of IT Service Management processes
- Ability to lift IT equipment.
Person Specification
Aplication form
Essential
- Education and Qualifications
- Experience
- Skills, knowledge and abilities
Desirable
- ITIL certification to foundation level or standard industry technical certifications
- Knowledge of IT Service Management processes
- Ability to lift IT equipment.
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).
