Band 4 Service Desk Analyst

Job summary

The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.

As a member of the team IT Service Centre team, reporting to the Service Desk Team Manager, the post holder will provide a responsive, customer focussed service, providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed.

Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective "first line Incident management and Request Fulfilment, within agreed service level agreements and targets. The post holder will provide second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Working under own initiative post holder will provide initial assessment, support and triage of routine Telephony / Portal Raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.

Main duties, tasks & skills required

*Day to day management and monitoring of ITBM Service Centre stack / support queue within agreed Service Level Agreements, including Service Centre Self-Serve Portal logged incidents and requests, updating and / or closing tickets and providing confirmation to the Customer as required.

*Provide senior Service Desk support within the IT Service Centre Team to ensure delivery of an efficient and reliable IT Customer centric service to the Trust, utilising advanced customer service skills to maximise positive customer experience.

*Provide first & second line incident management and Request resolution, via both the helpdesk telephone service and the online Self Service Portal:-

oLogging and classifying accurately all relevant information concerning incidents

oAnalysing information obtained from users on all IT problems and issues

oResolving telephone incidents at first contact if possible

oEscalating unresolved incidents to second or third line support with full information

oMonitoring, chasing and escalating outstanding third party incidents

*Assessment and prioritisation of all Incidents and Requests, with a view to service restoration or fulfilment as quickly as possible and / or functional escalation as appropriate within agreed process and procedure.

*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

*Please Note : For a detailed job description for this vacancy, please see attached Job Description* 

Person specification

Qualifications

Essential

*A Level / IT related NVQ Level 3 or similar accredited vocational work-related IT qualification.

*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.

*Advanced ECDL or equivalent knowledge.

*ITIL Foundation Certificate or equivalent.

Desirable

*Technical IT degree qualification desirable.

Experience

Essential

*Experience providing application support within an ICT environment.

*Extensive experience of working within defined Service Level. Agreements & Service Level Targets.

*High level of understanding of ITIL processes and Service Management best practice framework.

Desirable

*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First Level/Application/Customer support function. 

For help with your application, contact: 

Mohammed Basit 

Mohammed.basit@uhb.nhs.uk