Service Desk Analyst

Leeds and York Partnership NHS Foundation Trust

This job is now closed

Job summary

The ICT Service Desk function serves as the support gateway for all information, communication and technology and ICT training for approximately 3800 staff across Trust sites located across Leeds and York boundaries and supporting our wider regional wide services. The ICT Service Desk covers all IT and communication services ranging through software, hardware, network, servers, voice and data. You will be working in a small team taking calls and processing emails within our Service Desk ticketing system, responding to users, delivering first time fixes and liaising between second and third line support teams.

Main duties of the job

To work within a team and provide first line ICT support services within the Trust using ITIL processes of Incident Management, Service Requests and an understanding of Problem and Change Management. Day to day working with a computerised telephone call handling system to efficiently handle incoming calls to the Service Desk.

To ensure that the support provided to customers is consistent, timely, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed at all times.

About us

The Leeds and York Partnership NHS Foundation Trust (LYPFT) is the main provider of Mental Health and Learning Disability services in Leeds. We also provide specialist inpatient services in York and some highly specialised services across the country. As a teaching trust with strong links to local universities, we are a centre of excellence for teaching,research and development.

There are many benefits of working for LYPFT including fantastic employee wellbeing support, 27 - 33 days annual leave, flexible working and remote working arrangements, the NHS Pension Scheme (LYPFT pays 20.6% into your scheme each year), coaching, support and opportunities for career development and training and education support alongside a range of exclusive discounts and payment schemes including for cars, extra leave days and more organisations such as Blue Light Card, Health Service Discounts and NHS Discount Offers.

We also have an incredible bank department, offering variety of roles in nursing, allied health professions, healthcare support worker and administration clerical. Permanent employees are automatically added to bank. Bank-only workers can choose the hours they want to work and will have the opportunity to gain additional experience, keep skills up to date, develop new ones and earn extra money without having to commit to a permanent role. For an informal discussion or more information please contact the team bankstaffingdepartment.lypft@nhs.net

Date posted

15 November 2023

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

173-84023-COR

Job locations

St Mary’s House

Leeds

LS7 3JX

Job description

Job responsibilities

Experience of working within a Service Desk team and operating the ICT Service Desk ticketing system to record incidents, problems, service requests and log all fault diagnosis/resolutions.

To be ITIL (Information Technology Infrastructure Library) qualified or willing to be trained.

A high quality customer focused support approach, to service users of the Trusts network with a strong technical understanding supporting voice and data services (infrastructure, applications and hardware).
Awareness of current data legislation, Data Protection, Caldicott, Information Governance and Freedom of Information.
A professional attitude with excellent communication skills.

Security and cyber awareness (spam/virus/misuse/abuse)
Use of Active Directory
Setting up and administering new starters Trusts network accounts, removing access for leavers and changing network accounts.
Setting up user and team security permissions for correct folder access.
Setting up access to shared drives and folders.
NHSmail administration and the configuring Microsoft Outlook.
Microsoft Office 365 and applications.
Experience of using remote access tools such as TeamViewer or Bomgar.

Supporting the following main services:-

Hardware support for PC, laptops, tablets and printers.
Software installation and support.
Configuration and setup of mobile devices.
A good understanding of ICT systems on the Trust network.
Supporting agile users using the Trusts Remote Services.
A good understanding of the Trusts clinical systems and their support teams.

Job description

Job responsibilities

Experience of working within a Service Desk team and operating the ICT Service Desk ticketing system to record incidents, problems, service requests and log all fault diagnosis/resolutions.

To be ITIL (Information Technology Infrastructure Library) qualified or willing to be trained.

A high quality customer focused support approach, to service users of the Trusts network with a strong technical understanding supporting voice and data services (infrastructure, applications and hardware).
Awareness of current data legislation, Data Protection, Caldicott, Information Governance and Freedom of Information.
A professional attitude with excellent communication skills.

Security and cyber awareness (spam/virus/misuse/abuse)
Use of Active Directory
Setting up and administering new starters Trusts network accounts, removing access for leavers and changing network accounts.
Setting up user and team security permissions for correct folder access.
Setting up access to shared drives and folders.
NHSmail administration and the configuring Microsoft Outlook.
Microsoft Office 365 and applications.
Experience of using remote access tools such as TeamViewer or Bomgar.

Supporting the following main services:-

Hardware support for PC, laptops, tablets and printers.
Software installation and support.
Configuration and setup of mobile devices.
A good understanding of ICT systems on the Trust network.
Supporting agile users using the Trusts Remote Services.
A good understanding of the Trusts clinical systems and their support teams.

Person Specification

Qualifications

Essential

ITIL and/or IT qualifications

Experience

Essential

Worked in a customer facing role
Worked in a Service Desk support role

Skills

Essential

Has the appropriate IT skills

Person Specification

Qualifications

Essential

ITIL and/or IT qualifications

Experience

Essential

Worked in a customer facing role
Worked in a Service Desk support role

Skills

Essential

Has the appropriate IT skills

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.