IM&T Service Desk Analyst
Job summary
We are looking for highly motivated and capable individuals to join our team as Service Desk Analysts.
The team provides 1st line support as our first point of contact for users via telephone, email and self-service portal, therefore strong communication skills and excellent customer service are essential.
We are a fast-paced department so the ideal candidate needs to be confident, be a fast learner and have the ability to work under pressure. You will need to be able to communicate well and work as part of a larger team, but also have the ability to work alone.
Main duties of the job
We are looking for team players with a confident telephone manner, excellent customer service skills, and the ability to deliver a high quality customer-focused professional service. The post holder will be required to meet objectives within a timely manner and within service level agreements. The successful candidate requires a calm nature and the ability to work under pressure, in order to efficiently handle peaks in demands.
The post holder will be expected to receive and accurately log service desk calls; providing initial troubleshooting and resolution of calls, referring more complex issues to support teams. The service desk analysts are expected to take an active role within the team and contribute to our strong support network. Previous experience of working on a Service Desk and using service management tools would be desirable but not essential.
About us
Please help us by adding your telephone number to your application form this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.
We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements. The Trust will not accept applications which are found to be AI generated.
Job description
Job responsibilities
To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:
Ensuring a prompt and efficient response to requests
Fulfilling requests and resolving issues quickly and efficiently
Maintaining good communication at all times
Maintaining excellent customer service skills
Maintaining a good level of technical knowledge
To contribute to the Trusts service to patients by:
Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care
Minimise disruption to staff due to IT equipment or system failures by providing an efficient and effective support service
Undertaking the installation, configuration and deployment of IT equipment and software
Maintain accurate and timely IT service management and asset records as well as undertaking asset audit where required
Respond to and fulfil users service requests submitted via the IT Service Desk and report back on progress and resolution
Provide advice where possible to enable users to resolve their own problems
Call on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate
To ensure the delivery of a high quality customer focused service to users of ICT facilities, through the efficient maintenance and deployment of IT Equipment, systems and applications.
To contribute to the operation of an efficient and effective First Line support service by staffing the IM&T Service Desk.
To contribute to the operation of an efficient and effective Second Line support service by providing occasional cover as required.
Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.
PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.
Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visit Gov.UK for further information.
Person Specification
Qualifications
- Knowledge of a range of computer systems, hardware and software, acquired through qualification to Level 3 or equivalent, in an ICT related field or equivalent relevant experience OR significant experience of providing IT support within a large organisation.
- A technology or vendor qualification.
- A recognised IT Service Management qualification (Such as ITIL or SDI).
Experience
- Practical experience of providing IT support in a large organisation.
- Experience of working in a helpdesk environment, supporting system users by telephone, electronically and in person.
- Experience of following the principals of IT Service Management (ITIL or equivalent).
- Experience of keeping accurate and timely records/documentation using an IT Service Management solution.
- Knowledge gained through experience within an NHS setting.
- Previous direct experience in a similar role.
- Experience of supporting technical solutions in NHS.
- Leadership and line management experience
Skills and Knowledge
- Thorough knowledge of providing ICT technical support in a large organisation.
- Understanding of installing, configuring and troubleshooting client equipment and systems within a large complex environment
- Comprehensive understanding of customer service, telephone/remote support
- Knowledge of the principals of IT Service Management (ITIL or equivalent).
- Excellent interpersonal skills and the ability to communicate with staff at all levels of the organisation, and across multi-agency boundaries.
- Thorough understanding of use of IT Service Management systems.
- Good level of technical knowledge and troubleshooting skills.
Other Requirements
- Must have a willingness to learn and engage in personal development.
- Good personal presentation and good interpersonal skills are essential.
- Must be mature in outlook and able to be trusted to work in sensitive areas and in the presence of the public.
- Excellent interpersonal skills including the ability to build a team and to motivate staff.
- May from time to time work outside of normal business hours.
- The post holder must have the ability to travel independently across all Trust sites to meet the travel requirements of the role. Where the post holder is required to use Trust vehicles, they must maintain a full clean driving license
Employer details
Employer name
South Tyneside and Sunderland NHS Foundation Trust
Address
South Tyneside Nhs Foundation Trust
Harton Lane
South Shields
Tyne And Wear
NE34 0PL
https://www.stsft.nhs.uk
- Company
- South Tyneside and Sunderland NHS Foundation Trust
- Location
- South Shields, United Kingdom NE34 0PL
- Employment Type
- Permanent
- Salary
- £26530.00 - £29114.00 a year
- Posted
- Company
- South Tyneside and Sunderland NHS Foundation Trust
- Location
- South Shields, United Kingdom NE34 0PL
- Employment Type
- Permanent
- Salary
- £26530.00 - £29114.00 a year
- Posted