Job summary
The Service Entry Level IT Analyst position is a key role within the service team, the role incorporates customer care, relationship management, operations and Communications co-ordination. For all of these functions, the post holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non IT staff.
The post holder is responsible facilitating the Bedfordshire Hospitals IT Service Desk based at Bedford Hospital, including resolution of routine issues and queries, over the phone Training and support of both Microsoft Office and Clinical Systems, escalation and co-ordination of communications for IT issues and problems.
Previous applicants need not apply
Main duties of the job
To receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT Service Desk System. Logs must be sufficiently detailed to allow the recipient to take action to resolve the problem, without wasting time and resource.
To provide resolution to 'quick fix' problems and password resets, which can be resolved immediately over the telephone.IT training queries and bookings and guidance on using all Windows applications, e.g. Access, Excel etc. This may include guidance on how users can reset their own passwords.
Assess incoming calls in terms of who should resolve it and provide details to the relevant officer for action on the IT Service Desk System.
Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively.
Deal with a range of varied and complex calls. Able to translate and explain complex situations in simple terms to all levels of staff.
Communicates IM&T matters which may be seen as complicated by non IM&T staff/suppliers. Communicate IM&T information to suppliers and peer groups.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Job description
Job responsibilities
To continually improve customer IT perception and satisfaction. Enhance the customer experience with provision of high standard of quality customer service. Increase service accessibility through single point of contact in accordance with the Trusts IT SLA. Facilitate key communications and information about IT services. Help promote schemes to encourage user education on accessing and using IT services and systems. To receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT Service Desk System. Logs must be sufficiently detailed to allow the recipient to take action to resolve the problem, without wasting time and resource. To provide resolution to quick fix problems and password resets, which can be resolved immediately over the telephone.IT training queries and bookings and guidance on using all Windows applications, e.g. Access, Excel etc. This may include guidance on how users can reset their own passwords. Assess incoming calls in terms of who should resolve it and provide details to the relevant officer for action on the IT Service Desk System. Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively. Deal with a range of varied and complex calls. Able to translate and explain complex situations in simple terms to all levels of staff.
Job description
Job responsibilities
To continually improve customer IT perception and satisfaction. Enhance the customer experience with provision of high standard of quality customer service. Increase service accessibility through single point of contact in accordance with the Trusts IT SLA. Facilitate key communications and information about IT services. Help promote schemes to encourage user education on accessing and using IT services and systems. To receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT Service Desk System. Logs must be sufficiently detailed to allow the recipient to take action to resolve the problem, without wasting time and resource. To provide resolution to quick fix problems and password resets, which can be resolved immediately over the telephone.IT training queries and bookings and guidance on using all Windows applications, e.g. Access, Excel etc. This may include guidance on how users can reset their own passwords. Assess incoming calls in terms of who should resolve it and provide details to the relevant officer for action on the IT Service Desk System. Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively. Deal with a range of varied and complex calls. Able to translate and explain complex situations in simple terms to all levels of staff.
Person Specification
Qualifications
Essential
- Educated to A-level level or equivalent experience
- Microsoft Office Specialist or equivalent Qualification.
Desirable
- Recognised qualifications associated to the role
Experience
Essential
- Advanced Keyboard Skills
- Knowledge of working in an IT Support environment
- Knowledge of ITIL
Desirable
- Experience of working within an IT Department environment.
- IT Service Desk Experience Working experience of ITIL
personal skill
Essential
- Customer focussed with excellent interpersonal skills
- Methodical approach to work
Desirable
- Knowledge of hospital systems
Person Specification
Qualifications
Essential
- Educated to A-level level or equivalent experience
- Microsoft Office Specialist or equivalent Qualification.
Desirable
- Recognised qualifications associated to the role
Experience
Essential
- Advanced Keyboard Skills
- Knowledge of working in an IT Support environment
- Knowledge of ITIL
Desirable
- Experience of working within an IT Department environment.
- IT Service Desk Experience Working experience of ITIL
personal skill
Essential
- Customer focussed with excellent interpersonal skills
- Methodical approach to work
Desirable
- Knowledge of hospital systems
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).
