CQRS Service Desk Analyst

Job responsibilities

1. REPORTING RELATIONSHIPS

The Service Desk Analyst reports to the Service Desk Coordinator

2. JOB PURPOSE

Be part of a team which delivers an effective Customer Support Service to NHSE and its customers

The post holder will be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria

To provide consistent high quality support services to the customer base. The service will be undertaken via remote and onsite activities.

3. DIMENSIONS

The BIS directorate is the focal point for the delivery of ICT services drawing on multi-disciplinary teams to manage the day-to-day planning and delivery of services to customers; co-ordinating a programme of projects and services on their behalf. It will adopt a standard set of methodologies and tools to enable common ways of working, continuous improvement and best practice.

The BIS directorate provides ICT and Information services to a wide range of customers and users, including the NECS organisation itself, ICBs, GP practices, FTs, AQPs, and other primary care contractors.

The population served by NECS and therefore the BIS directorate amounts to 2.7 million in the NE.

There are more than 20,000 users of the services delivered by the BIS team.

4. GENERIC DIRECTORATE/CORPORATE RESPONSIBILITIES

Responsible for supporting the provision of a high quality, efficient and customer focused support service to a broad range of customer groups

To provide cover in other service support areas within the department as appropriate

Support change management process and procedures as required

Support the development and use of the IT service knowledge base

Support the creation, maintenance and update of ICT user guides

Support the achievement of KPIs as defined in service level agreements

Adhere to all relevant internal service management processes and procedures

Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response

Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner

Maintain and support improvement of overall customer satisfaction

Capacity to understand complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve complex issues, where there are a number of options available using established techniques and available resources

Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas

Maintains an up-to-date awareness of advances in Information Technology and NHS Information Technology standards and initiatives, through reading and participation in appropriate training and other activities

Provide advice and guidance on a range of issues related to I.T.

To monitor adherence to the local IT Security Policy

To provide ad hoc advice and training to users of systems

Proactive in forging links with stakeholders across all organisations

Ensure that all assets are handled in secure and consistent manner for configuration to disposal

Conform with the Data Protection Act, Caldicott recommendations and IT security policy

Always focus on continuous improvement, in all service areas, to consistently exceed customer expectations

You may be required to undertake any other duties as may be reasonably required of you commensurate with your grade/level within the organisation.

5. ROLE SPECIFIC RESPONSIBILITIES

To provide an effective Service Desk and first line support service to NHS England, and their customers by taking calls directly from customers or by responding to their E mails

Reviews, proposes changes to, refines and implements policies and procedures on the use and successful functioning of the IT service desk in line with the national ITIL framework for IT service delivery

To be responsible for ensuring the timely resolution and accurate recording of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria

Where possible, to diagnose and resolve as many support queries as possible in the first instance, rather than allocating to a technical team member

To be responsible for escalation of incidents and requests which cannot or are unlikely to be resolved within agreed service levels

To distribute support requests to relevant technical teams by assessing the urgency and importance of incidents, and proactively allocating or escalating as appropriate

To be responsible for the prompt escalation of all suspected security incidents to ICT Security Management

Effective, pro-active liaison with key internal service management, alerting of potential major incidents and taking ownership for effective communications and distribution of information updates until call closure (supporting Major Incident management process and procedure)

To liaise with external third-party suppliers.

Monitor incidents approaching SLA breach and ensure they are escalated to the appropriate people.

Responsible for maintaining information systems such as user accounts, system rights and desktops.

Maintain an accurate asset database of customers and equipment

Cover the Service Desk effectively, possibly as part of a rota to ensure the Service Desk is manned to meet the business requirements.

Other ad-hoc duties required to meet the needs of the service.

6. KEY WORKING RELATIONSHIPS

Internal

ICT Support Teams

Other NECS Departments

Other CSU Departments

External

3rd Party suppliers and providers

NHS England

General Practices

7. MOST CHALLENGING PART OF THE JOB

To ensure that users of the services are provided with a high-quality support service

that meets the challenges and requirements included within the agreed service levels.

Experience

Essential

• Proven experience in a Customer Facing Delivery Role
• Demonstrable understanding of current Office products and tools
• Word, Excel, Outlook, Teams.
• Relevant experience of IT fault diagnosis and rectification.
• Experience of working within an ITIL aligned support organisation
• Experience of logging and managing customer tickets using ITSM tooling.
• Production of operational documentation such as knowledge article, operational procedures and processes.
• Experience of health information systems such as EMIS, TPP, etc.

Desirable

• Experience of working
• directly with end users/customer
• in an IT support organisation

Qualifications

Essential

• Suitable professional qualification
• ITIL
• NVQ Level III in Business Administration (or equivalent)
• NVQ2 Customer care (or equivalent)
• or relevant experience to an equivalent level.

Desirable

• Formal technical qualification
• ITIL Foundation
• ICT qualifications

Skills and aptitude

Essential

• Able to switch from one task to another without losing focus, holding a clear overview while paying attention to key aspects of detail.
• Excellent oral and written communications
• The ability to work under pressure to meet agreed service levels
• Proven ability to work well in a customer focused team
• The ability to work flexibly across the department
• Track record of performance management and delivery of projects, targets, national policy implementation, change management.
• Ability to understand complex business requirements and translate these in a meaningful way

Desirable

• Proven ability to understand complex information and interpret service impact.

Knowledge / Abilities

Essential

• Systematic approach to problem solving
• Ability to establish priorities, work independently and proceed with objectives without supervision
• Procedural knowledge of IT service management processes and ensure best practice is adhered to.
• Continuous ability to source, assimilate and analyse data and information relating to wide range of services and translate into an easily understood format

Circumstances

Essential

• Ability to undertake the duties of the post subject to reasonable adjustments under the DDA
• Able to meet NHS standards of attendance

Disposition

Essential

• Able to prioritise work, and work well against a background of change and uncertainty
• Adaptable to situations, can handle people of all capabilities and attitudes
• The ability to keep calm in stressful situations
• Commitment to team-working and respect for the skills of others
• Self-motivated, proactive and innovative
• Ability to promote workforce diversity and contribute to wider equality and diversity agenda