First Line Support Analyst
Job summary
Working within a dynamic team of highly skilled individuals in a Service Desk environment to provide First Line technical support and exceptional levels of Customer Service. Processing all enquiries to the Service Desk in an efficient and professional manner and ensuring that all users receive a seamless high-quality service. The First Line Support Analyst will be expected to participate in a rota to ensure the Service Desk's core operating hours, including extending operating hours and out of hours are covered, and also train and support users in the use of Trust systems and ICT skills to enable them to be proficient in their job roles. The role is office based.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
(1) Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release.
(2) Assist in problem determination and resolution on ICT equipment and services, liaising with Second Line/Third Line technical teams as well as other ICT teams and other internal and external parties as necessary to rectify such faults.
(3) Provide First Line technical and user support for all Trust-wide systems and use remote support tools as appropriate to troubleshoot, resolve faults, and assist users with any queries.
(4) Provide support for the implementation of all new systems ensuring a consistent standard of service delivery, First Line technical support, user support and training assistance.
(5) Ensure all service requests (via telephone, voicemail, email, forms) are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment, and annotated with a comprehensive description of the problem in accordance with the documented Service Desk procedures.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
(6)Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure that users are kept informed and any outstanding service requests are escalated to the relevant line manager.
(7)Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner.
(8)Use the ITSM as the Trusts ICT asset management system, and to use the system for the production of management reports, as required.
(9)Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems.
(10)Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria.
(11)Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required.
(12)Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information.
(13)Assist in the operation of networked computer systems including system shutdown and startup procedures.
(14)Assist in the installation, configuration, commissioning, testing and troubleshooting of desktop end-user Information & Communications Technology (ICT) equipment.
(15)Be conversant with the principles, configuration and use of the Trusts standard computer operating systems, such as Microsoft Windows and UNIX technologies.
(16)Participate in developing documentation for ICT policies, procedures and system configurations, documenting all project work to departmental standards.
(17)Ensure ICT equipment conforms to the appropriate safety standards.
(18)To be able to work independently, guided by standard operating procedures with minimum supervision and be proficient in word processing, spreadsheets and databases.
(19)Participate in the training of fellow members of staff and students and new starters within the Service Desk in the use of ICT equipment and application software, as required.
(20)Participate in appropriate training and development activities.
(21)Participate in yearly appraisals in order to set and achieve objectives and personal development plans.
(22)Participate in giving presentations of systems to users and other interested parties as required.
(23)Keep abreast of current developments within the IT industry.
(24)Deal with all related administration duties as deemed appropriate to the nature and grade of the post, ensuring that all documentation is accurate.
(25)Ensure that all Trust wide standards are maintained and monitored to improve the quality of total care to all who come into contact with services provided by UHCW NHS Trust.
(26)Undertake other tasks commensurate with this grade and nature of the post as allocated by the Supervisor or Manager.
For further details please see the attached job description.
Person Specification
Qualifications
- see supporting documents
- see supporting documents
Experience
- see supporting documents
- see supporting documents
Knowledge
- see supporting documents
- see supporting documents
Skills
- see supporting documents
- see supporting documents
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.
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
University Hospitals Coventry and Warwickshire NHS Trust
Address
University Hospital Coventry & Warwickshire
Clifford Bridge Road
Coventry
CV22DX
https://www.jobsatuhcw.co.uk
- Company
- University Hospitals Coventry and Warwickshire NHS Trust
- Location
- Coventry, United Kingdom CV22DX
- Employment Type
- Permanent
- Salary
- £26530.00 - £29114.00 a year
- Posted
- Company
- University Hospitals Coventry and Warwickshire NHS Trust
- Location
- Coventry, United Kingdom CV22DX
- Employment Type
- Permanent
- Salary
- £26530.00 - £29114.00 a year
- Posted