Job summary
IT Service Desk Analyst
Department: IT
Band 4 £25,147 - £27,596 per annum
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
We are looking for an enthusiastic and self-motivated individual with excellent communication and interpersonal skills to work on the Trust's IT Service Desk. Previous experience of providing an IT technical support service in a large multi-functional organisation is essential. The successful candidate will require excellent interpersonal and IT technical skills and have proven experience of successfully using these skills to assist and support staff.
Candidates should ensure that all mandatory aspects of the Person specification are met and should use the Additional Information section of their application to state how they meet the requirements of the Person Specification.Previous candidates need not apply.All starters new to the NHS will start on the minimum salary of the pay band. In exceptional cases, consideration may be given to a salary offer above the minimum of the pay band to recognise equivalent experience relevant to the NHS and the post appointed to.
Interview: w/c 19.02.2024
Main duties of the job
To provide a high quality, responsive and comprehensive 1st Line IT Support service, incorporating support for all Trust staff as well as support for NHS Milton Keynes staff onoccasions. All support activities are to be provided during the core operational hours of 08:00-17:00.
The post holder will be required to provide support both remotely via the telephone or remote tools, or face to face where necessary in order to provide timely resolution to logged incidents ensuring SLAs are met and typically exceeded.
About us
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free tea and coffee
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices. We promote an inclusive workforce and encourage applications from applicants from all backgrounds.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
Job description
Job responsibilities
- Jointly responsible for the delivery of specialist IT Support services to all Trust staff.
- To ensure that the IT support service is customer focussed, efficient, effective and delivered to the highest possible standards.
- To ensure that supported systems have up to date technical and support documentation available at all times.
- To comply with all departmental procedures and policies under the direction of senior staff.
Please refer to the attached Job Description for more details on the role and responsibilities.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Job description
Job responsibilities
- Jointly responsible for the delivery of specialist IT Support services to all Trust staff.
- To ensure that the IT support service is customer focussed, efficient, effective and delivered to the highest possible standards.
- To ensure that supported systems have up to date technical and support documentation available at all times.
- To comply with all departmental procedures and policies under the direction of senior staff.
Please refer to the attached Job Description for more details on the role and responsibilities.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Person Specification
Qualifications and knowledge
Essential
- Good GCSEs.
- Evidence of continual personal development.
- IT Related NVQ Level 4 or A Levels (or equivalent qualification/relevant experience).
Desirable
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience.
Experience
Essential
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
- Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
- Previous experience working in a Customer Service / Service Desk Role.
- Understanding of ITIL.
Desirable
- Experience in the IT industry
- Previous experience of using Service Desk Management Tools.
- Previous experience of using Microsoft administration tools.
Skills
Essential
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work.
- Able to form good working relationships with staff in the Trust and partner organisations.
- Willing to develop own skills and knowledge.
- Ability to work as a member of a team
- Excellent inter-personal skills.
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected.
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
- Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
Person Specification
Qualifications and knowledge
Essential
- Good GCSEs.
- Evidence of continual personal development.
- IT Related NVQ Level 4 or A Levels (or equivalent qualification/relevant experience).
Desirable
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience.
Experience
Essential
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
- Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
- Previous experience working in a Customer Service / Service Desk Role.
- Understanding of ITIL.
Desirable
- Experience in the IT industry
- Previous experience of using Service Desk Management Tools.
- Previous experience of using Microsoft administration tools.
Skills
Essential
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work.
- Able to form good working relationships with staff in the Trust and partner organisations.
- Willing to develop own skills and knowledge.
- Ability to work as a member of a team
- Excellent inter-personal skills.
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected.
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
- Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
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.
