Job summary
Are you passionate about
embodying NECS's core values of Honesty & Integrity, Dignity and Respect,
Professionalism, High Standards & Performance, and a Happy and Fulfilling
work environment while providing exceptional customer service? As an
experienced IT support professional, the NECS ICT Service Desk is looking to
recruit a dedicated Service Desk Analyst who aligns with our organisational
values to cater to the needs of our growing customer base.
At NECS, we take pride in
fostering a work culture that is built on a foundation of strong values. As a
Service Desk Analyst, you will have the unique opportunity to work in shifts
between 07:00 and 20:30 from Monday to Friday, contributing to our 3-star SDI
accredited service desk while upholding our core organisational values.
Main duties of the job
Your role as a Service Desk
Analyst will not only involve technical expertise but will also require you to
embrace and promote NECS's organisational values:
1. Honesty & Integrity:
Demonstrating honesty and integrity in all interactions, ensuring trust and
transparency with our customers and colleagues.
2. Dignity and Respect:
Treating all individuals with dignity and respect, valuing diversity, and
fostering an inclusive and supportive work environment.
3. Professionalism: Upholding
the highest standards of professionalism in your conduct, communication, and
problem-solving approach.
4. High Standards &
Performance: Striving for excellence in service delivery, consistently meeting
and exceeding performance expectations.
5. Happy and Fulfilling:
Contributing to a positive and enjoyable work atmosphere, promoting employee
well-being and job satisfaction.
As you log incidents, handle
service requests, and provide initial technical support, your commitment to
NECS's organisational values will shine through, creating a positive and
supportive experience for our customers.
To excel in this role and align
with our values, you should possess the following qualifications and skills:
- A minimum of 1 year
prior experience in a Service Desk role
- Proficiency in providing excellent IT support for Microsoft software, with a
focus on Windows 10 and Office 365 (especially Outlook)
- Exceptional customer service skills
About us
At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.
NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.
Job description
Job responsibilities
Joining a highly skilled
Service Desk team, you'll be responsible for providing first-line support to
our valued customers, addressing incident reports and service requests through
various channels like telephone, email, and our self-service portal, all while
utilising remote assistance.
Your role as a Service Desk
Analyst will not only involve technical expertise but will also require you to
embrace and promote NECS's organisational values:
1. Honesty & Integrity:
Demonstrating honesty and integrity in all interactions, ensuring trust and
transparency with our customers and colleagues.
2. Dignity and Respect:
Treating all individuals with dignity and respect, valuing diversity, and
fostering an inclusive and supportive work environment.
3. Professionalism: Upholding
the highest standards of professionalism in your conduct, communication, and
problem-solving approach.
4. High Standards &
Performance: Striving for excellence in service delivery, consistently meeting
and exceeding performance expectations.
5. Happy and Fulfilling:
Contributing to a positive and enjoyable work atmosphere, promoting employee
well-being and job satisfaction.
As you log incidents, handle
service requests, and provide initial technical support, your commitment to
NECS's organisational values will shine through, creating a positive and
supportive experience for our customers.
To excel in this role and align
with our values, you should possess the following qualifications and skills:
- A minimum of 1 year
prior experience in a Service Desk role
- Proficiency in providing excellent IT support for Microsoft software, with a
focus on Windows 10 and Office 365 (especially Outlook)
- Exceptional customer service skills
Job description
Job responsibilities
Joining a highly skilled
Service Desk team, you'll be responsible for providing first-line support to
our valued customers, addressing incident reports and service requests through
various channels like telephone, email, and our self-service portal, all while
utilising remote assistance.
Your role as a Service Desk
Analyst will not only involve technical expertise but will also require you to
embrace and promote NECS's organisational values:
1. Honesty & Integrity:
Demonstrating honesty and integrity in all interactions, ensuring trust and
transparency with our customers and colleagues.
2. Dignity and Respect:
Treating all individuals with dignity and respect, valuing diversity, and
fostering an inclusive and supportive work environment.
3. Professionalism: Upholding
the highest standards of professionalism in your conduct, communication, and
problem-solving approach.
4. High Standards &
Performance: Striving for excellence in service delivery, consistently meeting
and exceeding performance expectations.
5. Happy and Fulfilling:
Contributing to a positive and enjoyable work atmosphere, promoting employee
well-being and job satisfaction.
As you log incidents, handle
service requests, and provide initial technical support, your commitment to
NECS's organisational values will shine through, creating a positive and
supportive experience for our customers.
To excel in this role and align
with our values, you should possess the following qualifications and skills:
- A minimum of 1 year
prior experience in a Service Desk role
- Proficiency in providing excellent IT support for Microsoft software, with a
focus on Windows 10 and Office 365 (especially Outlook)
- Exceptional customer service skills
Person Specification
Qualifications
Essential
- Suitable technical professional qualification e.g. ECDL, MCP, ITIL (foundation), CompTia A+ or equivalent experience OR HNC/C with suitable experience
Desirable
- Formal technical qualification.
Experience
Essential
- Relevant experience in a Service Desk Role
- Demonstrable understanding of current Operating Systems and Office products
- Experience of fault diagnosis and rectification
- Sound working knowledge of connectivity of PC hardware, printers and other peripheral devices
- Experience of working with, but not limited to
- AD User Groups
- Organisational units
- NTFS security
- Anti-virus
- ITIL methodologies
- Production of technical documentation
- Hardware and software support
- Experience of health information systems such as EMIS, TPP, iSoft
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
Person Specification
Qualifications
Essential
- Suitable technical professional qualification e.g. ECDL, MCP, ITIL (foundation), CompTia A+ or equivalent experience OR HNC/C with suitable experience
Desirable
- Formal technical qualification.
Experience
Essential
- Relevant experience in a Service Desk Role
- Demonstrable understanding of current Operating Systems and Office products
- Experience of fault diagnosis and rectification
- Sound working knowledge of connectivity of PC hardware, printers and other peripheral devices
- Experience of working with, but not limited to
- AD User Groups
- Organisational units
- NTFS security
- Anti-virus
- ITIL methodologies
- Production of technical documentation
- Hardware and software support
- Experience of health information systems such as EMIS, TPP, iSoft
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
