Senior Analyst (Service Desk)

Royal Cornwall Hospitals Trust

This job is now closed

Job summary

We are looking for a new member of staff for our IT Service Desk, to provide frontline support for our clinical staff. They will form part of a rota, covering office hours, evenings, weekends and Bank Holidays.

Main duties of the job

The role itself requires someone who is familiar with IT service desk procedures, has some experience of email/Office 365/Active Directory administration and has a friendly, approachable attitude to customer service.

Other duties required on the evening and night shifts will be (but not limited to):

monitoring of cyber security alerts and taking appropriate action,
working through a variety of AD/O365 maintenance tasks,
assisting with access control,
processing joiners, movers and leavers.

You need to be flexible, as initial induction and training will take place during days on site at our office in Redruth, in preparation for working your out of hours shift pattern. Evening and night shifts will be worked from home.

About us

Cornwall IT Services provide services to all NHS organisations in Cornwall. As a department we resolve c140000 requests and incidents, the vast majority of which are processed through the Service Desk. We work closely with our partner IT teams and leads in other Trusts and are an essential support service to our clinical and clerical colleagues.

We are a friendly and welcoming team who support each other as much as our customers. If you feel this role is for you we'd love to hear from you!

Date posted

23 January 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum - plus 30-60% enhancements for nights and weekends

Contract

Permanent

Working pattern

Full-time

Reference number

156-5973668

Job locations

Trecarrel House

Drump Road

Redruth

TR15 1LU

Job description

Job responsibilities

Ensure all incidents and service requests are recorded accurately, categorised, prioritised and progress managed on the Service Desk system.

Aim to respond to and fix incident and service requests within speed and permission parameters at first point of contact, whilst maintaining a fast and efficient service.

Analyse situations/information to identify and resolve a wide range of problems, particularly regarding first line support for e-mail, applications and systems software, data communications, telecommunications, technical infrastructure and end user devices.

Provide front line remote management services to resolve incidents where possible and within reasonable timescales.

Ensure all calls not resolved at first point of contact are passed on to the relevant second level or on call support staff for resolution, in a manner according to their urgency.

Progress follow up calls on behalf of customers, escalating where service level targets have been breached or unacceptable delays have been experienced.

Liaise with on-call staff, third party organisations and suppliers, following standard procedures for incident escalation.

Ensure all person identifiable data is handled according to the IT security and Information Governance policies.

Occasionally participate in testing of IM&T systems proposed for use in the organisation.

In addition the Senior Analyst post holder will:

Work with Service Desk line management to ensure all requests routes are monitored and delays/backlogs are acted upon promptly, eg ACD queues; Self-service Portal requests; OnForm requests; Service Desk email account.

Undertake centralised communications on behalf of the Service Desk or CITS, eg All User communications, and department communications. This may be using a variety of formats: eg NHSmail, Snapcomms, Service Desk tool/Portal news article, Automated Call Distribution system, update of Teams channels.

Coordinate Service Desk high severity incident responses, in the absence of line management.

Outside core hours, monitor cyber-security alerts using a variety of sources, escalating potential high severity alerts to the on-call Security Operations Team.

Ensure smooth continuation of day to day service in temporary absence of line management.

Undertake second line analysis and support for network, email and 365 tenant account administration, including but not limited to: network account creation/amendments/moves/deletions; email account, system held distribution group and resource management; share and permission creations/amendments/removals; NHS mail and Office 365/Teams administration; access control for remote working, secure devices and centrally delivered applications; plus troubleshooting and investigating incidents with all of the above.

Responsible for ongoing housekeeping of network and email account directories, aiming to optimise performance for the end user, licensing for the supported organisations and reduce IG risk.

Undertake administration tasks which are best performed during off peak network periods (ie during weekend/late shifts where call volumes allow).

Take an active part in the induction and training of new and entry level analysts or apprentices.

Contribute to the preparation, review and updating of Service Desk, Active Directory, NHSmail/365 support Standard Operating Procedures.

Give constructive feedback on junior staff member performance for inclusion in regular personal development reviews.

Act as escalation point for Service Desk Analysts. Particularly when working together out of hours and at weekends where direct line management may not be available.

Be responsible for building security when first/last on site or on site during out of hours and weekend shifts, including locking and unlocking the building, ensuring the alarm is set or disarmed.