Job summary
A new andexciting opportunity has arisen to join the MY Digital Service Desk team as aDigital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust.
The DigitalService Desk team, in conjunction with other teams within Digital Services,delivers Trust-wide first line support to staff via telephone, remotely and inperson, providing users with excellent service and support to deliver theirroles safely and effectively.
We arelooking for friendly, motivated and enthusiastic individuals who are passionateto deliver high-quality, customer-focused first-line IT support and contributeto its ongoing development.
This is a full time position working Monday to Friday, within the hours of -
Main duties of the job
To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust.
To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels.
To provide first-line IT support, advice andinformation to customers over the phone, electronically and remotely. This willinclude supporting a range of desktop, laptop, mobile, printing, and telephonetechnologies, standard software applications, and corporate systems and services.
About us
We provide care and support to over a million people inWakefield and Kirklees in their homes, community settings and across ourthree hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront ofinnovation and research, and we invest in teaching and the development of ourworkforce.
We live by our values of caring, improving, being respectfuland maintaining high standards. We listen and learn because we aim to make MidYorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasmirrespective of age, disability, neurodivergence, sex, gender identity andgender expression, race or ethnicity, religion or belief, sexual orientation,or other personal circumstances including providing unpaid carers support tosomeone with a health and care need. As ethnic minority groups, members of theLGBTQ+ community, and people with a disability/neurodivergence are currentlyunder-represented across the organisation, we encourage applications frommembers of these groups. We have policies and procedures to ensure allapplicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuableguidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! Ifyou share our values and you want to make a difference to the lives of ourpatients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
To provide first-line IT support, advice andinformation to customers over the phone, electronically and remotely. This willinclude supporting a range of desktop, laptop, mobile, printing, and telephonetechnologies, standard software applications, and corporate systems andservices.
To accurately record, monitor and maintain allincidents and service requests in order to provide data for Incident andProblem Management.
To restore normal service to the customer asquickly as possible, following diagnoses of the incident or fulfilment of the servicerequest ensuring safe use of IT equipment by users and training users asnecessary to resolve remotely.
Take ownership of support requests by logging, diagnosing,troubleshooting and resolving incidents and fulfilling service requests,providing timely responses in line with Trust standards and service levels.
To use initiative and judgement to resolve bothroutine and non-routine IT enquiries, seeking advice from supervisors, asrequired, in line with departmental policies and procedures.
To ensure that any IT enquiries that cannot be dealtwith directly are escalated to the appropriate resolver teams.
To investigate and analyse re-opened enquiries.
To provide reports, as requested, in order toanalyse the trends of enquiries.
To provide a high level of customer service andsatisfaction at all times.
To produce and maintain documentation for use in the online Knowledgebase.
To manage and maintain the asset database anddocumentation as appropriate to the role.
To occasionally assist the Technical Team with themoving and handling of equipment
To work within the Trust Digital TechnologySecurity Policy at all times and ensure all systems supported comply with this.
To undergo staff training and development asrequired and attend all team and departmental meetings.
To update systems as appropriate to track thelifetime of IT assets within the Trust.
To demonstrate the Trusts core values andbehaviours.
Person Specification
Experience
Essential
1. Experience of working in a high-pressured service environment in a customer-facing role.
2. Good working experience of current Windows PC and MAC operating systems.
3. Experience of working to Service Level Agreement targets and managing own workloads to meet them.
Desirable
4. Experience of working in an IT Service Desk environment.
5. Experience of using ITIL processes for IT Incidents and Service Requests.
6. Experience of using IT Service Management tools.
7. Previous NHS experience.
Qualifications
Essential
8. 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience.
9. NVQ3 or HNC in a PC/desktop support related discipline or equivalent.
10. ECDL or equivalent qualification or knowledge.
Desirable
11. Certification/accreditation in specific IT products or technologies, such as MS Office.
12. Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services.
13. Service Desk Analyst certification.
Personal Attributes
Essential
14. Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively.
15. Adaptable and flexible approach towards hours of work.
16. Ability to work effectively under pressure.
Knowledge and Awareness
Essential
17. Up to date knowledge of common computer equipment.
18. Good working knowledge of current Windows PC and MAC operating systems.
19. General knowledge of a range of common software applications ( Web Browsers, Microsoft Office).
Desirable
20. Basic knowledge and understanding of Active Directory services and Office 365.
21. Advanced knowledge of current Microsoft Windows operating systems.
Skills and Abilities
Essential
22. Excellent time management skills.
23. Excellent customer service skills.
24. Effective team working skills.