Job Vacancy

SIAM Service Desk Analyst

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Job summary

Are you looking for an opportunity to play an integral role in the support of IT services to the NHSBSA and our customers? We are looking for a Service Desk Analyst to join our team.

The IT Service Desk is the central point of contact for all digital and technology related incidents, service requests and queries. The role of the Service Desk Analyst is to provide first and second line support for all NHSBSA employees. The Service Desk Analyst is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

You will be based out of either Newcastle or Fleetwood, with occasional travel between the two locations.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Flexi time
  • Hybrid working model (we are currently working largely remotely)
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • NHS Car lease scheme
  • Access to a wide range of benefits and high street discounts!

Main duties of the job

As a Service Desk Analyst, you will:

  1. Diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.
  2. Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
  3. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
  4. Accurately record, update and document requests using the IT service desk system.
  5. Manage access to applications and technology systems through effective access management (User Accounts).
  6. Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  7. Build and maintain productive working relationships across the organisation.
  8. Analyse, interpret and report information and knowledge of technical subjects and concepts to influence decisions.
  9. Use incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.
  10. Communicate complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job description

Job responsibilities

In this role, you are accountable for:

  1. Managing your own time and work commitments/deadlines.
  2. To diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.
  3. To assist all our users with any logged IT related incident when called upon.
  4. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
  5. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
  6. To accurately record, update and document requests using the IT service desk system.
  7. To install and configure new IT equipment.
  8. To manage access to applications and technology systems through effective access management (User Accounts).
  9. To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  10. Building and maintain productive working relationships across the organisation.
  11. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions.
  12. Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.
  13. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.
  14. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

Financial ManagementMaintain an awareness of financial and personal implications in the use of a range of resources.

Relationship ManagementEngaging in partnership working with other individuals, groups and agencies.

Information ManagementMaintain an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.

In addition to the above accountabilities, as post holder you are expected to:

  1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
  2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
  3. Encourage an environment where your own and colleagues safety and well-being is promoted.
  4. Contribute to a culture which values diversity and inclusion.Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Working relationships

Responsible to: IT Service Desk Team Lead

Key relationships and connections:1. Team members2. Service delivery teams

Person Specification

Personal Qualities, Knowledge and Skills

Essential
  • Working collaboratively within a team setting
  • Working under general direction whilst taking the initiative and responsibility for delivery of individual tasks
  • Managing call closure
  • Analysis of requirements, design and development of applications to meet business needs
Desirable
  • Awareness of digital channel shift and approaches
  • Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
  • Experience of ITSM tools, design configuration or operation

Experience

Essential
  • Performing a range of varied work activities in a variety of structured environments
  • Communicating technical information to both technical and non-technical people
  • Writing and maintaining system documentation
  • Customer Services background or previous experience on a dynamic Service Desk
  • Strong attention to detail in logging support calls, updating call details
  • Experience supporting Desktop hardware and Software
Desirable
  • Meeting strict service requirements (KPIs, SLAs, OLAs)
  • Experience of ITSM tools, design configuration or operation
  • Experience of tools such as SCCM, MDM, office365

Qualifications

Essential
  • ITiL v4 Foundation qualified or willing to work towards
  • Relevant experience of the subject matter
Desirable
  • NVQ 3 in IT or Customer Service
  • Qualifications in appropriate IT certification (e.g. TOGAF, Agile, ISTQB, MCP etc)

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

NHS Business Services Authority

Address

Stella House or Hesketh House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY


Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us

Company
NHS Business Services Authority
Location
Newcastle Upon Tyne, United Kingdom NE15 8NY
Hybrid / WFH Options
Employment Type
Fixed-Term
Salary
£26530.00 - £29114.00 a year
Posted
Apply Now
Apply Now
Company
NHS Business Services Authority
Location
Newcastle Upon Tyne, United Kingdom NE15 8NY
Hybrid / WFH Options
Employment Type
Fixed-Term
Salary
£26530.00 - £29114.00 a year
Posted