NHS South Yorkshire Integrated Care Board
NHS South Yorkshire are looking for an enthusiastic self-motivated Service Desk Analyst to join our team.
The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.
Working alongside colleagues within technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to the provision of a high performing friendly and professional customer-driven service.
Main duties of the job
1. Customer communication via Telephone and Self-Service Portal. Monitoring of these channels to ensure ticket progression including response and resolution within a timely manner.
2. Recording of accurate and concise information within the ITSM systems. Ensuring correct allocation to resolver teams where provision of a first fix is not possible.
3. Escalation of incidents impacting on service provision to appropriate management. Correct prioritisation of workload is paramount to this role.
4. Strong problem-solving skills are required to ensure success in this role whilst working alongside colleagues to share and acquire knowledge within the wider technology team.
About us
NHS South Yorkshire Integrated Care Board oversees health and social care for a population of 1.4m people. Working through our four places, Barnsley, Doncaster, Rotherham, and Sheffield, we are building on the strengths, capacity and knowledge of all those directly involved with our local communities to deliver our four key aims of improving outcomes in population health and healthcare; tackling inequalities in outcomes, experience and access; enhancing productivity and value for money; and helping the NHS support broader social and economic development.
Our near 1,000 staff are committed to addressing the broader health, public health, and social care needs of the population across South Yorkshire through our values of One Team, Empowered and Innovative. We work as a key partner with the Integrated Care Partnership (ICP) of health and care providers within the South Yorkshire Integrated Care System (ICS) to collectively deliver health and care services that meet the needs of the local population.
Job responsibilities
A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer-facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products, and services.
* Provide IT technical support and request fulfilment to ICB staff, GP Practices, and other organisations.
* Communicate effectively and efficiently with customers, by phone, email, and any other relevant medium.
* Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion.
* Maintain the IT services SLA and KPIs.
* Be responsible for all IT support related tasks assigned to the IT Service Desk function.
* Maintain Service Desk availability and responsiveness ensuring the service is covered at all times.
Person Specification
Skills and Competencies
* Must be able to communicate effectively via a number of mediums, i.e. over the telephone, email or face to face, and in some instances work with customers that are dissatisfied with their service, therefore ability to provide empathy is essential.
* Problem-solving skills and ability to respond to sudden unexpected demands.
* Remain confidential at all times when dealing with sensitive information.
Experience
* Experience of Service Desk and Desktop Support or an interest in Information Technology, with aspirations to progress into an IT-based career.
* Requires an aptitude to quickly develop a practical understanding of a technical area/discipline.
* Evidence/willingness of continuing professional development.
Qualifications
* Educated to NVQ level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
* ITIL Foundation.
Knowledge and Skills
* Knowledge and troubleshooting skills in desktop and networking infrastructure technologies in a Microsoft environment including supporting Windows, MS Office and standard software.
* Good written and verbal communication skills including an ability to communicate technical points at a user level and a good telephone manner.
* Needs to have a thorough understanding of and commitment to equality of opportunity.
Attributes
* Used to working in a busy environment.
* Adaptability, flexibility and ability to cope with uncertainty and change.
* Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
* Professional calm and efficient manner.
* Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
* Completer/Finisher.
* Ability to travel independently to a variety of locations.
* Frequent concentration required where work pattern is unpredictable.
Physical Skills
* Working knowledge of Microsoft systems and with intermediate keyboard skills.
Employer name
NHS South Yorkshire Integrated Care Board
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