Job summary
The IT Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. IT Service Desk provide the first point of contact for technical issues in the form of requests and incidents and provides first-line support, which includes troubleshooting and resolving issues within their remit.
The IT Service Desk Analyst t is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service, TechZone) and the life cycle management of incidents, queries and problems, including directing requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user's details, problems and resolutions and other pertinent information in the log.
The Analyst will be expected to proactively manage targets, ensure effective and efficient responses in a high call volume environment, and contribute to increasing the delivery of first-line fixes. The staff member is also expected to be an excellent communicator who can support our users in a friendly and open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.
The Analyst is required to cover out-of-hours on-call support on a rotational basis.
1 x Permanent1 x FTC - 6 Months ( view to being extended)
Main duties of the job
- Responsible for upholding a professional relationship with internal and external clients.
- Responsible for call answering on the IT Service Desk, monitoring the IT Service Desk email inboxes, recording all Incidents and Requests with the appropriate information, prioritisation and classification, and updating incident data.
- Monitoring incidents and requests, item requests coming through the channel and ensuring stock levels are kept to the required allocation to meet customer demand.
- Responsible for first-line resolution of Incidents (current target is 75% first-time fix target, with the future aim to be 85% in line with ITIL best practice) which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. This will regularly involve enticing and translating technical information from non-technical users.
- Allocate unresolved Incidents to other resolving groups to ensure timely management of an incident.
- Play an active role in ensuring clinical and non-clinical Priority 1 incidents are managed according to the agreed process.
- Responsible for the ownership, tracking, management and escalation of all Incidents within scope to ensure they are resolved within the appropriate SLA.
- Responsible for providing timely and accurate information to GSTT Users, obtaining closure sign-off of all Incidents through customer callbacks, and performing customer satisfaction surveys as required.
About us
The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King's College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model deployed across GSTT, KCH and RBH.
Job description
Job responsibilities
In addition to the above, please see the following:
- Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required, ensuring work meets GSTT standards, and warranty management within the Service Desk application.
- To maintain and uphold standards of the Trusts services and associated systems in line with NHS best practices.
- Responsible for ownership, management and adherence to ITIL best practice processes and GSTT IT Security policies
- To remain focused on providing a quality service with the team and IT, promoting the main objective of supporting the Trust in providing quality care to its patients.
- Provide training to end users regularly.
- Ensure that IT equipment is safely used by customers.
- Provide mentoring and coaching to Junior Service Desk Analysts.
- Responsible for updating and maintaining IT Knowledgebase.
- Responsible for updating and maintaining Service Desk processes
Job description
Job responsibilities
In addition to the above, please see the following:
- Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required, ensuring work meets GSTT standards, and warranty management within the Service Desk application.
- To maintain and uphold standards of the Trusts services and associated systems in line with NHS best practices.
- Responsible for ownership, management and adherence to ITIL best practice processes and GSTT IT Security policies
- To remain focused on providing a quality service with the team and IT, promoting the main objective of supporting the Trust in providing quality care to its patients.
- Provide training to end users regularly.
- Ensure that IT equipment is safely used by customers.
- Provide mentoring and coaching to Junior Service Desk Analysts.
- Responsible for updating and maintaining IT Knowledgebase.
- Responsible for updating and maintaining Service Desk processes
Person Specification
Experience
Essential
- Experience of working in a service management-focused environment maintaining service in line with Service Level Agreements
- Experience in effectively supporting a large scale, complex IT&T environment.
- Experience in supporting hardware and software packages when appropriate
- Experience in remote fixes via Desktop support, RDP or other terminals
Desirable
- Ability to use internal systems in relation to the role
Knowledge/Qualifications
Essential
- Practical knowledge of Active Directory management/administration
- Practical knowledge of Microsoft Office 365 applications
- Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions
- Knowledge of ITIL awareness and understanding, with the ability to follow processes and procedures
- Practical knowledge of VPN's and 2 - factor authentication configuration
- Practical knowledge of logging call
- ITIL V3 Foundation qualification
- Degree in an IT specialism or equivalent relevant technical experience
Desirable
- Practical knowledge of Bitlocker
- Practical knowledge of NHS.net
- Practical knowledge of Service Now
- Customer Service Qualification
Skills
Essential
- In depth Knowledge of Windows Desktop Operating Systems
- First class customer facing soft skills delivered in a call centre environment
- Ability to maintain professional standards of quality of work, personal presentation and personal conduct
- Able to prioritise workloads and resource them in response to changing demands and requirements
- The ability to work in a fully flexible working environment
- Able to work independently and on own initiative
- A logical approach to problem solving
- A willingness and proven ability to learn
- Flexibility is essential as taking part of on call out of hour's rota is necessary to support the needs of the business.
- Passion for new emerging Technologies
Person Specification
Experience
Essential
- Experience of working in a service management-focused environment maintaining service in line with Service Level Agreements
- Experience in effectively supporting a large scale, complex IT&T environment.
- Experience in supporting hardware and software packages when appropriate
- Experience in remote fixes via Desktop support, RDP or other terminals
Desirable
- Ability to use internal systems in relation to the role
Knowledge/Qualifications
Essential
- Practical knowledge of Active Directory management/administration
- Practical knowledge of Microsoft Office 365 applications
- Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions
- Knowledge of ITIL awareness and understanding, with the ability to follow processes and procedures
- Practical knowledge of VPN's and 2 - factor authentication configuration
- Practical knowledge of logging call
- ITIL V3 Foundation qualification
- Degree in an IT specialism or equivalent relevant technical experience
Desirable
- Practical knowledge of Bitlocker
- Practical knowledge of NHS.net
- Practical knowledge of Service Now
- Customer Service Qualification
Skills
Essential
- In depth Knowledge of Windows Desktop Operating Systems
- First class customer facing soft skills delivered in a call centre environment
- Ability to maintain professional standards of quality of work, personal presentation and personal conduct
- Able to prioritise workloads and resource them in response to changing demands and requirements
- The ability to work in a fully flexible working environment
- Able to work independently and on own initiative
- A logical approach to problem solving
- A willingness and proven ability to learn
- Flexibility is essential as taking part of on call out of hour's rota is necessary to support the needs of the business.
- Passion for new emerging Technologies
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.
