West Midlands Ambulance Service University NHS Foundation Trust

IT Service Desk Analyst

This job is now closed

Job summary

Would you like the exciting opportunity to work as part of an innovative team, supporting the cutting edge of pre-hospital emergency care? If the answer is yes, then this is for you!

Were looking for a reliable, highly motivated individual who can work as part of our existing IT Service Desk team to provide first line IT support to the whole organisation, including Hubs and Emergency Operations Centres across the whole West Midlands region.

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, applicants are required to cover the cost of the check. The cost of £42.50 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

Main duties of the job

As the first point of contact for all IT related issues and requests, excellent customer service skills are of paramount importance. Your role will involve a whole range of daily tasks, from administering Active Directory accounts, to installing new hardware and software, to working with our second and third line teams for resolving more complex issues. Predominately desk-based, methods of support will involve face-to-face with the userbase, over the telephone and email and via our remote support tool for offsite locations. There may be a requirement to travel to other sites within the organisation from time to time and transport is provided for this purpose.

If you have any questions in relation to the role, please feel free to contact Rich Monkton, our IT Support Manager, on 07795426824.

With the crucial nature of the systems our team supports, we have very high expectations of our staff, that they are adaptive, reliable and work in accordance with the organisational core values. If you have these essential qualities and would like the fantastic opportunity to work in our fast-paced, critical environment, please apply today!

About us

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) & NHS Jobs account regularly as contact is usually made via this method.

Date posted

08 November 2022

Pay scheme

Agenda for change

Band

Band 3

Salary

£21,730 to £23,177 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9217-431-22-23

Job locations

Ambulance Headquarters

Waterfront Business Park

Brierley Hill

West Midlands

DY5 1LX

Job description

Job responsibilities

To obtain all required information from stakeholders for jobs received via email and telephone then assign to appropriate team for action, competent understanding of complex IT issues is required so that correct and relevant information is gathered.

Ensure onsite support for Trust sites is provided in an effective and efficient manner.

Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).

To provide excellent customer service, monitoring outstanding support requests against customer SLAs, prioritising complex calls effectively, keeping users up to date with progress and initiating escalation procedures where required.

Analyse and resolve complex calls, assess when to assign Incidents to the relevant engineers when they cannot be resolved at the first point of contact and maintain ownership of the Incident until closure, keeping affected users informed about progress.

To work within the Trust IT Security Policy at all times and ensure all systems supported comply with this.

Works under own initiative to assist with diagnosing and resolving complex hardware and software faults across all Trust systems and determining appropriate analysis, corrective action or escalation.

Scheduling the installation of equipment for users in accordance with Trust standards and service levels.

Creating, deleting and maintaining user accounts on various systems

Work under own initiative to prioritise own workload.

Requirement to create training documentation that shows an understanding of complex steps and communicate them in manner for those with decreased understanding of IT.

Regularly maintain computer systems, user IT accounts, computer hardware, e.g desktops, cablings, printers, laptops, etc.

Plan and organise straightforward activities, some ongoing. Planning tasks and activities which may require adjustment die to variable workload / interruptions.

Able to communicate effectively with staff of all standing and levels, including 3rd parties.

Regularly provide training to less experienced staff on Trust systems within own discipline where required.

Installation repair and maintenance of expensive IM&T equipment.

Responsible for the proper and safe use of IT equipment by users; responsible for expensive IT equipment and software.

Ensures IT computer rooms and storerooms are kept neat and tidy and that all equipment is catalogued according to stock control procedures and the Trusts policies.

Carries out preventative maintenance schedules for other support staff.

Ensures all IT equipment and system deliveries are recorded on the electronic stock control system and stored in the appropriate location.

Takes part on IT Hardware and Software Audits when requested and updates Trusts electronic records.

Works in accordance with the Trusts Management Systems, including Health and Safety, Quality and Environment.

Ensures compliance with relevant legislation e.g. Data Protection Act, Computer Misuse Act, Copyright Act and Caldicott.

Complies with all Trust Policies.

Extended use of computer systems office and computer room based.

Frequent sitting or standing in a restricted position; occasional moderate effort for several short periods.

Continuous VDU usage required throughout the day.

Occasional requirement to carry, move equipment without aids e.g. fixing printers/computers.

Frequent concentration required with an unpredictable work pattern.

Concentration required when checking information and when answering queries from staff.

Working in conditions such as in server rooms, on the floor under desks.

Required to perform any other duties pertaining to the appropriate band