DTI Service Desk Analyst

Dorset County Hospital NHS Foundation Trust

This job is now closed

Job summary

Are you an experienced service desk analyst looking for an exciting opportunity to be at the forefront of digital change in healthcare? Look no further! We are a friendly team currently seeking a service desk analyst to join our established service desk at an acute hospital within the NHS. In this role, you will have the unique opportunity to provide excellent customer support to clinical and non-clinical staff.

The post is office-based in Dorchester, Dorset.

Main duties of the job

The post holder will be required to work as part of the service desk team under the direction of the Service Desk Manager based in Dorchester, Dorset. The post holder will take specific responsibility for the day to day operation of the DTI Department's Service Desk providing telephone support, face to face support via an appointment system and support via Teams to all users during the hours 8.00 am to 5.00 pm (Monday to Friday).

The post holder will be required to participate in the on-call out of hour's rotation.

About us

At Dorset County Hospital (DCH) we aspire to providing outstanding care for people in ways which matter to them. Our trust strategy is focussed on three strategic goals: People, Place, and Partnership. It signals our intention to truly value our staff. Our people are our most important asset, and we want them to feel valued, welcomed, respected, they belong and matter. We recognise the link between high levels of staff satisfaction and improving patient experience and outcomes.

We are a Trust that celebrates diversity, and we are committed to creating an inclusive environment for all employees. Dorset County Hospital has a number of employees from overseas delivering high quality services and we recognise the value of diversity in leadership. We would welcome applications from people in groups which are under-represented at Board level.

Date posted

18 October 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

405-24-FR563DSDA

Job locations

Dorset County Hospital

Williams Avenue

Dorchester

DT1 2JY

Job description

Job responsibilities

The post holder will follow published procedures and guidance for DCHFT computer and network systems and be expected to contribute to these as systems develop or get replaced.
The post holder will provide first and second line telephone/remote/face to face/email support to all users of computer and data services provided by DCHFT.
The post holder will provide back-office support as appropriate for all users of DCHFT computer and data services.

Job description

Job responsibilities

The post holder will follow published procedures and guidance for DCHFT computer and network systems and be expected to contribute to these as systems develop or get replaced.
The post holder will provide first and second line telephone/remote/face to face/email support to all users of computer and data services provided by DCHFT.
The post holder will provide back-office support as appropriate for all users of DCHFT computer and data services.

Person Specification

EDUCATION, QUALIFICATIONS & TR

Essential

5 x GCSEs (must have English and Mathematics)

Desirable

ITIL or working towards ITIL certification

EXPERIENCE

Essential

Knowledge of MS Office products
Customer service experience

Desirable

Some experience of working in a digital environment

SKILLS & COMPETENCIES

Essential

Effective oral and written communication skills
Advanced keyboard skills
Analytical and problem-solving skills
Ability to follow processes effectively to see complex tasks through to completion
Excellent organisational skills in order to prioritise own workload
Excellent organisational skills in order to prioritise own workload
Ability to establish relationships, maintain contact and communicate effectively with people from a wide variety of backgrounds and with people at all levels in the organisation
Demonstrable capability to maintain a customer service focus whilst carrying out routine operational duties

Person Specification

EDUCATION, QUALIFICATIONS & TR

Essential

5 x GCSEs (must have English and Mathematics)

Desirable

ITIL or working towards ITIL certification

EXPERIENCE

Essential

Knowledge of MS Office products
Customer service experience

Desirable

Some experience of working in a digital environment

SKILLS & COMPETENCIES

Essential

Effective oral and written communication skills
Advanced keyboard skills
Analytical and problem-solving skills
Ability to follow processes effectively to see complex tasks through to completion
Excellent organisational skills in order to prioritise own workload
Excellent organisational skills in order to prioritise own workload
Ability to establish relationships, maintain contact and communicate effectively with people from a wide variety of backgrounds and with people at all levels in the organisation
Demonstrable capability to maintain a customer service focus whilst carrying out routine operational duties

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.