Nottingham University Hospitals NHS Trusts

Senior Service Desk Analyst

This job is now closed

Job summary

If you do not possess the full skills required, this role may be offered as a B3 until competencies are reached.

The Service Desk is the first point of contact for over 23,500 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care.

Main duties of the job

This challenging and enjoyable role requires excellent oral and written communication skills, a high degree of problem solving and someone who can perform to a high standard in a demanding call centre-type environment.

The post holder should have a passion for IT, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service.

Where possible the post holder will aim to resolve incidents at first line using knowledge articles and tools such as remote desktop products but where required will escalate to the appropriate 2nd and 3rd line teams including to 3rd party suppliers where necessary.

The current operational hours are 7am - 6pm Monday to Friday excluding bank holidays.

About us

In addition to the below summary you need to familiarise yourself with full job description and person specification documents attached to this advert.

The busy Service Desk is a single site service providing help and support to all staff within Nottingham University Hospitals, receiving on average 800 contacts per day through phone, self-service and email, a mixture of which are service requests and incidents.

Date posted

04 April 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

164-6182541

Job locations

QMC

Derby Road

Nottingham

NG7 2UH

Job description

Job responsibilities

To take ownership of receiving and recording incidents and service requests, presented through a variety of mediums (face to face, phone, self-service, email) for a wide range of customers who use Nottingham University Hospital systems.

To provide first line support via analysing and diagnosing as they are reported to the Service Desk, ensuring all relevant information is captured and recorded whilst resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this.

Categorise and prioritise incidents and service requests ensuring all issues are resolved within contracted Operational Level Agreements (OLA)

Having a broad understanding of all IT support services, this will make a Service Desk Analyst effective when making decisions to triage requests efficiently and appropriately

Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request. The incumbent will be expected to convey complex technical information to members of staff in a non-technical fashion

To ensure that incidents not resolvable at first-line are escalated to the appropriate second-line teams/3rd party suppliers for further investigation.

To initiate procedures to contact off-site support and progress 3rd Party calls to completion.

Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.

To initiate the appropriate IT escalation process and ensure the IT Service Operations Manager is updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email

To escalate existing logs in the system where customers have not received updates.

To assist the IT Service Operations Manager in attaining to Key Performance Indicators (KPIs) set for the Service Desk.

Collating information ready for analysis by other support teams or management.

Monitor and highlight requests which could potentially breach service levels and proactively monitor progress of such requests.

Be aware of and follow escalation procedures appropriately, ensuring senior management are made aware of any high priority issues that require the attention of specialist teams.

Become familiar with the scope of the IT service by understanding the basic IT infrastructure and applications that are in use throughout the organisation.

Develop excellent IT skills to provide 1st line support including the use of remote monitoring and administration software.

Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action. Any recurring problems should be flagged with senior management and the necessary actions completed on the call logging system.

Make procedural recommendations to assist in the smooth running of the Service and assist with the development and maintenance of quality standards for the department.

Participate in the rotational rota, covering the hours of 7.00 a.m. 6.00 p.m. Monday to Friday as outlined by the IT Service Operations Manager

Implement and adopt new ways of working to support our user base more efficient and effectively while focussing on improving the first-fix-rate of requests.

Ability to lead on high priority incidents and requests to ensure a quick resolution or workaround.

To maintain a professional service to all users of the Service Desk and to be proactive in your support of those users.

To take ownership of customer feedback and to continue to look for ways to improve the service we give our customers reporting any complaints to the IT Service Operations Manager

To adhere to the Data Protection Act, confidentiality and Information Governance requirements of the hospital

Contribute to Service Desk service improvement

To be part of a 24/7 on call rota

Any other duties as determined appropriate by the IT Service Operations Manager and the Service Desk Team Leaders.