South Tyneside and Sunderland NHS Foundation Trust
We are looking for capable individuals to join our team as Service Desk Analysts.
The team provides 1st line support as our first point of contact for users via telephone, email and self-service portal. Therefore, strong communication skills and excellent customer service are essential.
We are a fast-paced department, so the ideal candidate needs to be confident, a fast learner, and have the ability to work under pressure. You will need to communicate well and work as part of a larger team, but also have the ability to work alone.
Hours - Monday to Friday 08:30 to 12:15
Previous applicants need not apply.
Main duties of the job
We are looking for team players with a confident telephone manner, excellent customer service skills, and the ability to deliver a high-quality customer-focused professional service. The post holder will be required to meet objectives within a timely manner and within service level agreements. The successful candidate requires a calm nature and the ability to work under pressure to efficiently handle peaks in demands.
The post holder will be expected to receive and accurately log service desk calls, providing initial troubleshooting and resolution of calls, referring more complex issues to support teams. The service desk analysts are expected to take an active role within the team and contribute to our strong support network. Previous experience of working on a Service Desk and using service management tools would be desirable but not essential.
Job responsibilities
To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:
1. Ensuring a prompt and efficient response to requests.
2. Fulfilling requests and resolving issues quickly and efficiently.
3. Maintaining good communication at all times.
4. Maintaining a good level of technical knowledge.
To contribute to the Trust's service to patients by:
1. Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care.
2. Minimising disruption to staff due to IT equipment or system failures by providing an efficient and effective support service.
3. Undertaking the installation, configuration and deployment of IT equipment and software.
4. Maintaining accurate and timely IT service management and asset records as well as undertaking asset audits where required.
5. Responding to and fulfilling users' service requests submitted via the IT Service Desk and reporting back on progress and resolution.
6. Providing advice where possible to enable users to resolve their own problems.
7. Calling on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate.
To ensure the delivery of a high-quality customer-focused service to users of ICT facilities, through the efficient maintenance and deployment of IT Equipment, systems, and applications.
To contribute to the operation of an efficient and effective First Line support service by staffing the IM&T Service Desk.
To contribute to the operation of an efficient and effective Second Line support service by providing occasional cover as required.
Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.
Person Specification
Qualifications
* Knowledge of a range of computer systems, hardware and software, acquired through qualification to Level 3 or equivalent, in an ICT related field or equivalent relevant experience OR significant experience of providing IT support within a large organisation.
* A technology or vendor qualification.
* A recognised IT Service Management qualification (such as ITIL or SDI).
Experience
* Practical experience of providing IT support in a large organisation.
* Experience of working in a helpdesk environment, supporting system users by telephone, electronically and in person.
* Experience of following the principles of IT Service Management (ITIL or equivalent).
* Experience of keeping accurate and timely records/documentation using an IT Service Management solution.
* Knowledge gained through experience within an NHS setting.
* Previous direct experience in a similar role.
* Experience of supporting technical solutions in NHS.
* Leadership and line management experience.
Skills and Knowledge
* Thorough knowledge of providing ICT technical support in a large organisation.
* Understanding of installing, configuring and troubleshooting client equipment and systems within a large complex environment.
* Comprehensive understanding of customer service, telephone/remote support.
* Knowledge of the principles of IT Service Management (ITIL or equivalent).
* Excellent interpersonal skills and the ability to communicate with staff at all levels of the organisation, and across multi-agency boundaries.
* Thorough understanding of the use of IT Service Management systems.
* Good level of technical knowledge and troubleshooting skills.
Other Requirements
* Must have a willingness to learn and engage in personal development.
* Good personal presentation and good interpersonal skills are essential.
* Must be mature in outlook and able to be trusted to work in sensitive areas and in the presence of the public.
* Excellent interpersonal skills including the ability to build a team and to motivate staff.
* May from time to time work outside of normal business hours.
* The post holder must have the ability to travel independently across all Trust sites to meet the travel requirements of the role. Where the post holder is required to use Trust vehicles, they must maintain a full clean driving license.
Employer name
South Tyneside and Sunderland NHS Foundation Trust
£26,530 to £29,114 a year pro rata for part time - 18.75 hours per week
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