Job summary 1x fixed term contract for up to 12 months The IT Team in the trust leads on IT strategy, development, co-ordination, planning, project, and programme management for all IT & supporting functions. The team also support contract management, IT estate equipment, system deployments and IT services for the Trust. This role is to be part of the IT and Clinical Systems Service Desk which is part of the wider Support team in its day to day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems and service requests through to resolution. The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT and Clinical Systems and Operations, liaising directly with any other team as required. The service desk analyst will act as a point of contact for users. They will manage issues through to resolution. Main duties of the job To ensure the provision of a high-quality customer focused IT & CS Support Service providing a single point of contact to all staff of the trust. Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team. To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's. Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements Support customers to trouble shoot and provide a 'first time fix'. Escalate problems to the most appropriate team or organization if unable to provide resolution. Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle. Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records. Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent 'front of house' function for the department. Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff or customer organisations. Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets About us We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust. The annual NHS Staff Survey gives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that: 89.7% believe they are making a positive difference to patients/service users; 73.3% would recommend the organisation as a place to work; 82.4% agree that care of patients and service users is the organisations priority; 76.7% would be happy with the standard of care for a friend or relative Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. Date posted 10 February 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year per annum Contract Fixed term Duration 12 months Working pattern Full-time Reference number 327-25-117 Job locations Edward Jenner Court 1010 Pioneer Avenue, Gloucester Business Park Brockworth, Glos GL3 4AW Job description Job responsibilities Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team. To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLAs. Ensure that the day to day management of technology support services meets GHC KPIs and customer requirements Supervisory responsibilities of 2-3 team members. Accurately record information from callers, end users and third-party service providers on the Service Desk System. This involves: Assist in the triage and prioritisation of calls Support customers to trouble shoot and provide a first time fix. Escalate problems to the most appropriate team or organization if unable to provide resolution. Create and/or administrate user accounts or passwords. Assist in the allocation of appropriate user training. Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle. Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records. Support the raising and processing of orders and invoices. Support the IT manager in accurate recording of assets, ordering and recharge. Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent front of house function for the department. Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff from the GCS or customer organisations and other staff within Health Informatics. Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets. Job description Job responsibilities Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team. To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLAs. Ensure that the day to day management of technology support services meets GHC KPIs and customer requirements Supervisory responsibilities of 2-3 team members. Accurately record information from callers, end users and third-party service providers on the Service Desk System. This involves: Assist in the triage and prioritisation of calls Support customers to trouble shoot and provide a first time fix. Escalate problems to the most appropriate team or organization if unable to provide resolution. Create and/or administrate user accounts or passwords. Assist in the allocation of appropriate user training. Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle. Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records. Support the raising and processing of orders and invoices. Support the IT manager in accurate recording of assets, ordering and recharge. Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent front of house function for the department. Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff from the GCS or customer organisations and other staff within Health Informatics. Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets. Person Specification Qualifications Essential NVQ 3 or experience in a relevant role European Computer Driving Licence (ECDL) or equivalent Good general level of education particularly in English and Mathematics Desirable Experience of working within the NHS Microsoft Qualifications Experience Essential Experience in a similar role, together with relevant experience in IT support, project tools and environments Evidence of experience in a similar role Desirable Awareness of NHS Information Governance principles Effective "change agent" with ability to be part of a team through significant programmes of change Professional / Managerial / Specialist Knowledge Essential Good keyboard and Microsoft Office skills Working knowledge of office procedures Experience of Service Desk Support tools, such as incident / service request management Desirable Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc Person Specification Qualifications Essential NVQ 3 or experience in a relevant role European Computer Driving Licence (ECDL) or equivalent Good general level of education particularly in English and Mathematics Desirable Experience of working within the NHS Microsoft Qualifications Experience Essential Experience in a similar role, together with relevant experience in IT support, project tools and environments Evidence of experience in a similar role Desirable Awareness of NHS Information Governance principles Effective "change agent" with ability to be part of a team through significant programmes of change Professional / Managerial / Specialist Knowledge Essential Good keyboard and Microsoft Office skills Working knowledge of office procedures Experience of Service Desk Support tools, such as incident / service request management Desirable Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc 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 details Employer name Gloucestershire Health and Care NHS Foundation Trust Address Edward Jenner Court 1010 Pioneer Avenue, Gloucester Business Park Brockworth, Glos GL3 4AW Employer's website https://www.ghc.nhs.uk/who-we-are/jobs/ (Opens in a new tab)