Senior Service Desk Analyst

Job description

Job responsibilities

• Investigate issues and other requests for support, determining the correct course of action to take.
• Work closely with senior colleagues, making modifications to system parameters, developing work-arounds, producing additional documentation and escalating requests as required.
• Carry out routine operations that control data processing, peripherals and communications and networking equipment. This includes start-up simple reconfiguration, shutdown and normal re-start procedures.
• Use the facilities of the tools and systems available, as directed, to monitor and report on regular activities which are subject to Service Level Management processes, Service Level Agreements or Operational Level Agreements.
• Assist users in making more effective use of desktop systems, products and services.
• Provide an effective interface between users and service providers including external commercial suppliers where applicable.
• Interprets technical or procedure manuals on the behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities.
• Ensure effective communication to users and IM&T Services staff when new processes have been agreed and signed off by IM&T Services senior management.
• Actively promotes and identifies opportunities to maximise use of resources and streamlining of processes.
• Contribute to trouble-shooting team activities providing teaming resources and leadership.
• Ensure that professional integrity is undertaken at all times.

For further information and prior to your application, please refer to the attached job description and person specification.

Person Specification

Educational Background

• GCSE 'C' grade or equivalent in English & Maths
• A level or equivalent organisation experience relevant to the role
• NVQ Level 2 in administrations

• SDI Service Desk Analyst
• ITIL Foundation
• IT industry qualifications

Technical Knowledge/IT Skills

• Proficient knowledge of Microsoft Office Suite
• Knowledge of ITSM Tools
• Confident to learn new computer software applications
• Fast and accurate keyboard skills (30 wpm)
• Uses software to create reports, spreadsheets etc. as required
• Aware of Programming Languages
• Familiar with corporate, industry and professional standards eg service desk procedures, ITIL, change management
• A good understanding of Windows Operating Systems
• Familiar with Active Roles

• Has achieved proficiency at level 2 in any SFIA skill
• Familiar with application systems
• Familiar with networking and communications
• Familiar with operating systems
• Familiar with operational service/architecture and IT infrastructure

Knowledge & Skills

• Experience of working in a customer focussed service environment
• Evidence of appropriately handling confidential material
• Analytical approach to problem solving in operational and project related activities
• Working to a high level of accuracy
• Ability to plan and organise tasks which may require adjustment to varied workloads
• Good oral communication skills
• Possesses a basic knowledge of IT and knowledge of several generic desktop software tools and where applicable, deeper knowledge of at least one of the software applications used within own organisation
• Experience of report writing
• Experience of procedure writing
• Experience of initiating and implementing organisational procedures
• Experience handling customers who are distressed/angry
• Experience of meeting service targets

• Minute taking
• Office experience
• Experience of working within an IT department of a large organisation
• Experience of training staff

Communication & Relationships

• Excellent interpersonal and team skills
• Excellent telephone manner
• Good listening skills
• Ability to relate appropriately to professional groups within and outside of the NHS
• Ability to accurately document work
• Good presentation skills
• Gently persuasive with evidence of negotiating skills
• Correct written and spoken use of English
• Showing customer focus and ability to manage challenging situations
• Analytical thinking
• Information acquisition; the ability to acquire accurate information
• Ability to establish relationships and maintaining contact with people from a variety of backgrounds, effectively being a sensitive communicator in different societies and cultures

• Training in telephone skills
• Training in customer care
• Familiar with customer service techniques

Personal Attributes

• Reliable
• Good timekeeping
• Positive attitude
• Practical approach
• Calm temperament
• Organised
• Ability to prioritise workload and work to deadlines
• Ability to remain focused on a task in a pressurised environment whilst dealing with changing priorities
• Logical approach
• Proactive problem solver with analytical skills

Previous Experience

• Office experience
• Previous experience of a Help Desk/User Support function
• Familiar with Customer Service Techniques
• Experience of system testing and testing techniques
• Experience of supporting IT system implementations
• Delivery of adult training teaching
• Experience of managing and controlling large documents and maintaining accurate records and documentation
• Experience of business process workflows

• Experience of either working in the health industry (public or private) or for a private company supplying health industry
• Experience of Electronic Patient Record (EPR) systems
• Developing training courses and materials
• Experience of creating and maintaining test scripts
• Facilitation of "open learning", catering for students with a wide range of ability and covering a wide range of software

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

Oxford University Hospitals NHS Foundation Trust

Address

John Radcliffe Hospital

Manor House Annexe

Oxford

OX3 9DU

https://www.ouh.nhs.uk/