Job summary
The North Central London (NCL) Integrated Care Board is part of the NCL Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.
The ICT department is a forward-thinking and innovative service that is focused on delivering a high quality, resilient ICT service to our corporate and primary care colleagues across NCL. Delivered through the provision of infrastructure, technology and informatics to understand the outcomes of ICB investment, our aim is to ensure that technology, data and infrastructure are optimally designed and delivered to achieve maximum benefits for the patients of North Central London.
We are seeking to recruit a motivated and dynamic Service Desk Analyst to join us in our journey, embracing transformational change through the use of new technologies and automation across our organisation.
Please clearly indicate in the supporting statement section of your application form, your specific skills and experience relevant to the role. To discuss this role please contact: jamie.neill@nhs.net
This is a full time office based role working from either our Camden Office or Islington base location.
We cannot accept CVs, please complete a full application to be considered.
Closing date for applications is midnight on 25 March 2024.
Interviews are expected to take place on 8th April 2024 via Teams.
Main duties of the job
Key Responsibilities:
As a Service Desk Analyst, you will play a crucial role in ensuring the efficient and effective operation of the NCL ICB and GP Practices. Your responsibilities will include:
- First-Line telephone Support: Providing first-line remote technical support to end-users, resolving issues promptly and efficiently.
- Incident Management: Logging and categorising incidents, escalating where necessary, and ensuring timely resolution.
- Collaboration: Working closely with ICT colleagues to address technical challenges and improve overall system performance.
- Customer Service: Ensuring a high level of customer satisfaction through effective communication and problem-solving.
About us
On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.
ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:o to improve outcomes in population health and healthcareo tackle inequalities in outcomes, experience and accesso enhance productivity and value for moneyo help the NHS support broader social and economic development.
North Central London's population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions - or buys - on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.
NCL ICB values our staff, our partners and their expertise to deliver the best health and care possible for the patients and residents of North Central London.
Job description
Job responsibilities
Requirements:
To be successful in this role, you should possess the following:
- Experience: Proven experience in a similar role, preferably within a healthcare or IT support environment.
- Technical Skills: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
- Customer Focus: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving.
- Team Player: Ability to work collaboratively with a diverse team and stakeholders.
- Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities.
Job description
Job responsibilities
Requirements:
To be successful in this role, you should possess the following:
- Experience: Proven experience in a similar role, preferably within a healthcare or IT support environment.
- Technical Skills: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
- Customer Focus: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving.
- Team Player: Ability to work collaboratively with a diverse team and stakeholders.
- Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities.
Person Specification
Education / Qualifications
Essential
- oEducated to Degree level in a relevant subject or equivalent level qualification or experience of working at a similar level in a specialist area.
- oEvidence of continued professional development.
Desirable
- Degree qualification in a technical subject.
- Foundation qualification in ITSM.
Experience
Essential
- oExperience working in an ICT technical service environment, preferably within a Service Desk team.
- oFamiliarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) related to IT service delivery.
- oStrong customer service skills and the ability to provide high-quality support to service users.
- oProficiency in using IT Service Management (ITSM) platforms for logging and tracking customer interactions.
- oAbility to analyse data to support service delivery improvements.
- oProactive monitoring of call queues and assigning calls to appropriate team members.
- oExperience supporting desktop environments, including GP IT Practices, Corporate Sites, and Community Health sites.
- oCapability to provide quick and efficient solutions.
- oStrong communication skills and the ability to train and develop other Service Desk Analysts.
- oFlexibility to adapt to changing needs within the department and organisation.
- oWillingness to carry out additional duties as required by the line manager.
Desirable
- ServiceNow ITSM Experience
- Experience in use of MDE and Intune.
- SharePoint Administration
- Familiarity with IT services including NHS Mail & Azure/Entra.
Knowledge/Skills/ Abilities
Essential
- oKnowledge of the management of core ITIL Incident, Problem, and Change Management processes.
- oKnowledge of Service Desk ITIL best practice.
Desirable
- RingCentral call centre system.
- Knowledge of project principles, techniques, and tools.
- Understanding of Primary Care ICT and the HSCN network.
Person Specification
Education / Qualifications
Essential
- oEducated to Degree level in a relevant subject or equivalent level qualification or experience of working at a similar level in a specialist area.
- oEvidence of continued professional development.
Desirable
- Degree qualification in a technical subject.
- Foundation qualification in ITSM.
Experience
Essential
- oExperience working in an ICT technical service environment, preferably within a Service Desk team.
- oFamiliarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) related to IT service delivery.
- oStrong customer service skills and the ability to provide high-quality support to service users.
- oProficiency in using IT Service Management (ITSM) platforms for logging and tracking customer interactions.
- oAbility to analyse data to support service delivery improvements.
- oProactive monitoring of call queues and assigning calls to appropriate team members.
- oExperience supporting desktop environments, including GP IT Practices, Corporate Sites, and Community Health sites.
- oCapability to provide quick and efficient solutions.
- oStrong communication skills and the ability to train and develop other Service Desk Analysts.
- oFlexibility to adapt to changing needs within the department and organisation.
- oWillingness to carry out additional duties as required by the line manager.
Desirable
- ServiceNow ITSM Experience
- Experience in use of MDE and Intune.
- SharePoint Administration
- Familiarity with IT services including NHS Mail & Azure/Entra.
Knowledge/Skills/ Abilities
Essential
- oKnowledge of the management of core ITIL Incident, Problem, and Change Management processes.
- oKnowledge of Service Desk ITIL best practice.
Desirable
- RingCentral call centre system.
- Knowledge of project principles, techniques, and tools.
- Understanding of Primary Care ICT and the HSCN network.
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).
