Surrey and Borders Partnership NHS Foundation Trust
As a Service Desk Analyst at Surrey and Borders NHS Trust, you will be the first point of contact for IT support, providing prompt and effective assistance to users. Your role involves resolving incidents and service requests, maintaining an up-to-date knowledge base, and contributing to a high-performing team with a strong reputation for excellence. You'll also have the opportunity to work on IT projects, enhance your skills through training, and gain exposure to advanced tools and systems. This is a fantastic opportunity for someone passionate about delivering exceptional IT support and growing their career in a trusted NHS environment.
Main Duties of the Job
What You'll Do:
* Act as the first point of contact for all IT support requests via phone and ticketing systems.
* Diagnose and resolve incidents and service requests efficiently, aiming for first-contact resolution.
* Escalate complex issues to appropriate specialist teams when necessary.
* Maintain and update the knowledge base to ensure accurate and accessible support information.
* Provide excellent customer service, ensuring user satisfaction and upholding the trust and reputation of the Service Desk.
* Collaborate on IT projects to contribute to team development and improve service delivery.
* Assist in testing and deploying new tools and technologies as required.
* Participate in regular training to build and expand your technical skillset.
About Us
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well.
We are one of the top 10 mental health, learning disability and community trusts to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast. Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach. For international travel, both Gatwick and Heathrow airports are nearby.
Please note that we reserve the right to close posts as soon as sufficient applications are received.
We look forward to receiving your application!
Job Responsibilities
Job Purpose: As a Service Desk Analyst, you will provide first-line IT support to users across Surrey and Borders NHS Trust. You will work closely with the Service Desk Team Leader, Service Delivery Manager, and the wider Service Desk team to ensure incidents and service requests are resolved promptly and efficiently. This role is pivotal in maintaining the high trust and reputation of the IT service while supporting continuous improvement through collaboration on projects, training, and innovation.
Incident and Request Management:
* Serve as the first point of contact for all IT support requests received via phone, email, or ticketing system.
* Accurately log, categorise, and prioritise incidents and service requests following defined processes.
* Diagnose and resolve technical issues at first contact where possible, ensuring minimal disruption to users.
* Escalate unresolved or complex issues to the appropriate 2nd or 3rd line teams while maintaining communication with the user.
Service Excellence:
* Provide outstanding customer service, ensuring users feel supported and valued.
* Keep users informed of progress, timescales, and solutions for their requests or incidents.
* Strive to resolve incidents at first contact to meet or exceed Service Level Agreements (SLAs).
Knowledge Management:
* Update and maintain the knowledge base with accurate and relevant information.
* Use the knowledge base to deliver consistent and efficient resolutions.
* Identify gaps in knowledge articles and collaborate with the team to create new content.
Collaboration and Communication:
* Work closely with the Service Desk Team Leader and Service Delivery Manager to deliver excellent IT support services.
* Collaborate with the wider Service Desk team to share knowledge, resolve issues, and ensure consistent service delivery.
* Contribute to team meetings, sharing ideas and feedback to support service improvements.
Training and Development:
* Participate in regular training sessions to enhance technical knowledge and customer service skills.
* Gain exposure to 3rd line support tools and systems, expanding your technical expertise.
* Stay updated on new technologies and processes to support continuous professional growth.
Project Support:
* Assist with IT projects, such as system upgrades, migrations, and new service implementations.
* Provide input on projects to ensure they meet user needs and operational requirements.
* Support testing and deployment of new tools and applications.
General Duties:
* Ensure all work complies with Trust policies, procedures, and security protocols.
* Support team initiatives to improve service delivery and efficiency.
* Undertake other duties as directed by the Service Desk Team Leader or Service Delivery Manager.
Key Relationships:
* Service Desk Team Leader
* Service Delivery Manager
* Service Desk Team Members
* 2nd and 3rd Line Support Teams
* End Users across Surrey and Borders NHS Trust
This role provides an exciting opportunity to work in a collaborative and dynamic environment, supporting vital IT services for the NHS. Your contributions will play a key role in maintaining trust, improving service delivery, and fostering innovation within the team.
Person Specification
Qualifications
* Good standard of Education
* A* - C GCSE in English Language and mathematics or equivalent
* Working towards additional recognised IT qualifications A+ CompTIA
* ITIL V3/4 qualifications or experience, or similar service management standards.
Knowledge & Experience
* Two years' experience working in an IT based environment.
* Experience of providing advice to users on system function and best practice.
* Aware of service level management and familiar with service delivery economics.
* Demonstrable ability to monitor SLA progress against targets, reporting as necessary and taking action to resolve exceptions.
* Have experience with problem management to manage issues spreading across multiple incidents.
* Ability to work to demanding timescales.
* Ability to record detail accurately.
* Able to document straightforward procedures in a clear and concise manner.
* Excellent telephone and keyboard skills.
* Able to assess, prioritise and allocate service requests with minimum reference to Management.
* Have experience within an operational or customer support service.
* Familiar with SABP, its mission, objectives and culture.
* One year's NHS Experience.
* Knowledge of telecommunications systems particularly within the context of call centers.
* Understanding of NHS environments and systems.
Skills
* Excellent interpersonal and communication skills with all levels and types of staff.
* Able to communicate IT matters to non-technical staff effectively.
* Experience of multitask working.
* Proven ability to organise self, prioritise work effectively and to deliver to tight deadlines.
* Able to work under pressure with changing and sometimes conflicting priorities, with limited supervision.
* Able to work flexibly and in partnership with others.
* Capacity for independent working.
* Able to plan, schedule and monitor own work within a limited time horizon, using applicable methods, procedures tools, equipment and standards effectively with only occasional reference to Management.
* Understanding of IT systems including Microsoft Operating Systems, MS Office 365 desktop and on the web, Active Directory, Exchange Online and hardware.
* Demonstratable experience and understanding working with Word, Excel, PowerPoint and other Office 365 applications.
* Familiarity with the features and characteristics of local area networks relevant to installation of hardware and software components.
* Demonstratable experience and understanding of PC hardware, software and associated peripherals.
* Basic understanding of IT networking.
* Has basic understanding / concept of Active Directory, O365
* Understanding of NHS environments and systems / clinical systems.
Abilities
* Advanced Keyboard Skills.
* Able to enthuse and motivate others.
* Attention to detail and accuracy.
* Able to quickly learn new applications, analysis and modeling tools.
* Enthusiastic and self-motivated.
* Able to manage indirect exposure to distressing or emotional circumstances on rare occasions.
* Desk based, using a computer.
* Exposure to unpleasant working conditions or hazards will be rare.
* May be required to travel to other sites and venues.
* Full Driving License.
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.
Employer Name
Surrey and Borders Partnership NHS Foundation Trust
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