Job summary
An opportunity has arisen for a self-motivated, enthusiastic person to join the Plymouth IT Service Desk as a Service Desk Analyst, providing IT services to Derriford, Livewell, Sentinel and Harbour users.
Specific duties include assisting with the development of IT apprentices, first time fixes for users when possible or triaging the call to the appropriate team for action. The creation of new Network and NHSmail accounts, issuance of Smartcards, suspending and reactivating accounts as required, plus processing leavers from the various Trusts. You will also be mentoring and developing the apprentices, who form the main IT Service Desk call handling team, answering questions to guide them in efficient call control techniques.
The role is based at the Plymouth Science Park and involves working at Derriford Hospital and occasionally other sites.
***Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.***
Main duties of the job
Specific duties include assisting with the development of IT apprentices, first time fixes for users when possible or triaging the call to the appropriate team for action. The creation of new Network and NHSmail accounts, issuance of Smartcards, suspending and reactivating accounts as required, plus processing leavers from the various Trusts. You will also be mentoring and developing the apprentices, who form the main IT Service Desk call handling team, answering questions to guide them in efficient call control techniques.
The role is based at the Plymouth Science Park and involves working at Derriford Hospital and occasionally other sites.
The successful candidate will be able to demonstrate:
- Excellent customer service
- Meticulous attention to detail
- Good working knowledge of Microsoft Office packages
- An awareness of DPA and Information Governance
- Ability to work on own initiative and as a key team player
- A high general standard of education
- A keen interest in IT
- Knowledge of using data bases
The post holder will be communicating with all levels of staff across the Trusts, so being able to write clear, concise emails and have an excellent telephone manner is essential.
For an informal discussion please contact Carla Hardie on 01752 (4)31131 or email carla.hardie@nhs.net
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
Service Desk Analyst Role:
- To accurately record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the D&I Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, email, voicemail, and online support queues to the service.
- To be courteous, helpful, flexible, and responsive to users at all times.
- Ensure response times are being maintained as far as is practicable.
- To carry out a range of First Point of Contact fixes (whilst the user is on the phone) for specific customer requests and fault reports, depending on the call type, following defined processes.
- To correctly forward technical/complex requests and fault reports and incidents to the relevant technical team, depending on the call type.
- Undertake any other Call Handling related duties as directed by the Service Desk and Installation Manager.
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus, any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
Registration Authority Role:
- To identify all applicants for IT service to HM Governments eGIF level 3 standard (beyond reasonable doubt) to gain access to the network and authorised systems.
- To create new user IT network accounts
- To create and issue Chip and Pin electronic smart cards to those who have suitably proven identities, ensuring that the access profile is appropriate and correctly authorised.
- To ensure all Registration Authority forms for NHS registration and EP series (electronic prescribing) are completed correctly in line with national and local procedures.
- To maintain secure filing systems, both paper-based and electronic holding the personal details of all applicants for audit and verification purposes, as required by the Data Protection Act, ISO 17799, local and national Registration process.
- Updating users smart card profiles in accordance with clinical sponsor requirements
- To receive and administer Registration Authority related communications.
- To handle and process post and correspondence relating to the Registration Authority.
- Adhere to the national and Local Registration Process as defined by the Registration Authority Manager.
- Escalate Registration Authority issues to the Service Desk and Installation Manager or Registration Authority Manager as appropriate.
- Liaise with other Registration Authorities and sponsors as required
- Assisting in the production of reports and documentation on RA activities
- To undertake other duties as designated by the Service Desk and Installation Manager.
- Documenting all appropriate Registration Authority activities.
COMMUNICATIONS & WORKING RELATIONSHIPS:This post involves communication and liaison with all levels of staff and IM&T users, both within the Trust and elsewhere in the NHS. It also involves communication and liaison with IM&T Department staff, external organisations, and other agencies.
Communicate with all supported customers via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are annoyed, angry or upset
Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the Service Desk.
Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers.
- Work collaboratively within the ICT team and participate in the induction and training of new staff
Report directly to the Service Desk and Installation Manager for all operational matters
For further details please see attached JD&PS.
Job description
Job responsibilities
Service Desk Analyst Role:
- To accurately record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the D&I Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, email, voicemail, and online support queues to the service.
- To be courteous, helpful, flexible, and responsive to users at all times.
- Ensure response times are being maintained as far as is practicable.
- To carry out a range of First Point of Contact fixes (whilst the user is on the phone) for specific customer requests and fault reports, depending on the call type, following defined processes.
- To correctly forward technical/complex requests and fault reports and incidents to the relevant technical team, depending on the call type.
- Undertake any other Call Handling related duties as directed by the Service Desk and Installation Manager.
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus, any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
Registration Authority Role:
- To identify all applicants for IT service to HM Governments eGIF level 3 standard (beyond reasonable doubt) to gain access to the network and authorised systems.
- To create new user IT network accounts
- To create and issue Chip and Pin electronic smart cards to those who have suitably proven identities, ensuring that the access profile is appropriate and correctly authorised.
- To ensure all Registration Authority forms for NHS registration and EP series (electronic prescribing) are completed correctly in line with national and local procedures.
- To maintain secure filing systems, both paper-based and electronic holding the personal details of all applicants for audit and verification purposes, as required by the Data Protection Act, ISO 17799, local and national Registration process.
- Updating users smart card profiles in accordance with clinical sponsor requirements
- To receive and administer Registration Authority related communications.
- To handle and process post and correspondence relating to the Registration Authority.
- Adhere to the national and Local Registration Process as defined by the Registration Authority Manager.
- Escalate Registration Authority issues to the Service Desk and Installation Manager or Registration Authority Manager as appropriate.
- Liaise with other Registration Authorities and sponsors as required
- Assisting in the production of reports and documentation on RA activities
- To undertake other duties as designated by the Service Desk and Installation Manager.
- Documenting all appropriate Registration Authority activities.
COMMUNICATIONS & WORKING RELATIONSHIPS:This post involves communication and liaison with all levels of staff and IM&T users, both within the Trust and elsewhere in the NHS. It also involves communication and liaison with IM&T Department staff, external organisations, and other agencies.
Communicate with all supported customers via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are annoyed, angry or upset
Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the Service Desk.
Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers.
- Work collaboratively within the ICT team and participate in the induction and training of new staff
Report directly to the Service Desk and Installation Manager for all operational matters
For further details please see attached JD&PS.
Person Specification
Knowledge and Experience
Essential
- Proven ability to use telephone equipment and follow correct telephone procedures, Computer literate and have a good general proven knowledge of IT technology
- Proven knowledge on AD network accounts
- Proven knowledge on Smartcards and Registration Authority guidance
- Good keyboard skills
- Able to interpret and follow verbal and written instructions
- Proven ability to accurately record information given to comply with: the Data Protection Act o BS7799 (ISO 17799) o Caldicott principles o Freedom of Information Act o Computer Misuse Act o Access to Health Records Act o DOH Guidance
Desirable
- Demonstrable experience of working within an acute clinical environment
- Demonstrable experience in a customer service or customer facing role
Qualifications
Essential
- Proven minimum of the following GCSE grades, or equivalent qualification/ equivalent demonstrable experience:
- English - GCSE grade 4 and above (C and above) Maths - GCSE grade 4 and above (C and above)
Desirable
- General IT Skills qualification (e.g. ICT GCSE grade C, European Computer Driving Licence, IT NVQ Level 2, or higher.)
Aptitiude and Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity, and effectiveness at all levels
- Attention to detail and accuracy
Person Specification
Knowledge and Experience
Essential
- Proven ability to use telephone equipment and follow correct telephone procedures, Computer literate and have a good general proven knowledge of IT technology
- Proven knowledge on AD network accounts
- Proven knowledge on Smartcards and Registration Authority guidance
- Good keyboard skills
- Able to interpret and follow verbal and written instructions
- Proven ability to accurately record information given to comply with: the Data Protection Act o BS7799 (ISO 17799) o Caldicott principles o Freedom of Information Act o Computer Misuse Act o Access to Health Records Act o DOH Guidance
Desirable
- Demonstrable experience of working within an acute clinical environment
- Demonstrable experience in a customer service or customer facing role
Qualifications
Essential
- Proven minimum of the following GCSE grades, or equivalent qualification/ equivalent demonstrable experience:
- English - GCSE grade 4 and above (C and above) Maths - GCSE grade 4 and above (C and above)
Desirable
- General IT Skills qualification (e.g. ICT GCSE grade C, European Computer Driving Licence, IT NVQ Level 2, or higher.)
Aptitiude and Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity, and effectiveness at all levels
- Attention to detail and accuracy
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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 (Opens in a new tab).
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 (Opens in a new tab).
