Trainee Service Desk Analyst
Job summary
The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.
Main duties of the job
To maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems.
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
1. Under supervision, providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
2. Work as a part of the Service Desk function by working as an effective interface between the business and support teams
3. Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month
4. Under supervision detecting, recording, classifying, prioritising all IT incidents and tasks, and escalating calls to an IT Service Desk Analyst where required
5. Under supervision recording allocated IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
6. With guidance classifying calls accurately with the information provided and prioritise in line with the Service Level Agreement
7. With guidance, responsible for maintaining data quality\integrity of the Digital Services call management system
8. Communicate with customers to investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of incidents such as hardware, software, application, and network incidents with the objective of restoring normal service as quickly as possible, or escalate for further support where needed
9. Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services following agreed procedures
10. Under supervision provide advice and support for how to queries from customers
11. Monitoring and tracking incidents, escalating where necessary hieratical or functionally
12. With support, installing and configuring desktop software
13. Under supervision, administering IT accounts and system privileges in accordance with the security policy
14. Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
15. Follow best practice guidance and standard operating procedures for the safe use of IT equipment, software installs, configuration and maintenance
16. Other Service Desk activities, as directed, to continuously improve service and strive for best practice
17. Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
18. Presenting a positive image of Digital Services at all times and comply with all relevant trust Policies
Person Specification
Qualifications
- oWilling to work towards an IT related apprenticeship qualification at NVQ Level 2
Experience
- Working knowledge of Microsoft Office 2010
- Working knowledge of Microsoft Operating System Windows 10
- Experience of working effectively as a team
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent
- Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
Skills, Abilities and Knowledge
- Standard keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Good problem solving skills
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
Communication
- Good communications skills (verbally and written)
- Good customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers
- Professional and calm approach at all times, particularly when dealing with difficult situations
- Good customer relationship management skills, enabling customer confidence and empowerment
Personal and People Development
- Previous experience working as part of a team
- Self-motivated
- 'Will do/ can do' attitude
- Flexible with working hours where it is demanded by the role
Personal Attributes / Behaviours
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
- Able to communicate effectively using the English language
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
Norfolk Community Health and Care NHS Trust
Address
Norwich Community Hospital
Bowthorpe Road
Norwich
NR2 3TU
https://www.norfolkcommunityhealthandcare.nhs.uk
- Company
- Norfolk Community Health and Care NHS Trust
- Location
- Norwich, United Kingdom NR2 3TU
- Employment Type
- Permanent
- Salary
- £23615.00 a year
- Posted
- Company
- Norfolk Community Health and Care NHS Trust
- Location
- Norwich, United Kingdom NR2 3TU
- Employment Type
- Permanent
- Salary
- £23615.00 a year
- Posted