Job summary
ICT Service Desk Analyst
The Service Desk is the single point of contact for all ICT related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests. Other teams in the ICT Department, such as Field Support, Systems Support, Information Governance and Infrastructure, support the Service Desk.
The Service Delivery Team consists of:
- The Service Desk Team
- Service Desk Team Leader
- IT Support Analysts
- Principal IT Support Analyst
- Field Support Team
- Field Support Team Leader
- Service Delivery Manager
Main duties of the job
The Service Desk Analyst will be part of the Service Desk Team working as the first point of contact for ICT's customers and providing first level ICT Support. The role will include:
- Incident Management
- Service Request Fulfilment
- Problem Management
- Knowledge Management
- Service Asset and Configuration Management
- First line remote technical support of a wide range of hardware and software technologies.
- First level support of NSFT Clinical and Business Systems
- Provide excellent customer service
- Achieve targets set in the Service Level Agreement and KPIs
- Provide project and operational support, as and when required.
- Active contribution to the Continual Service Improvement Plan
About us
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established nursing networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Job description
Job responsibilities
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!
Some of the benefits you can expect:
- NHS pension
- a comprehensive in house & external training programmes
- career progression
- starting annual leave of 27 days per annum increasing to 33 days pa based on length of service (plus paid bank holidays)
- staff physio service
- NHS discounts and many more
Please visit our Facebook and Twitter page @NSFTjobs
Job description
Job responsibilities
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!
Some of the benefits you can expect:
- NHS pension
- a comprehensive in house & external training programmes
- career progression
- starting annual leave of 27 days per annum increasing to 33 days pa based on length of service (plus paid bank holidays)
- staff physio service
- NHS discounts and many more
Please visit our Facebook and Twitter page @NSFTjobs
Person Specification
Qualifications
Essential
- Relevant Work Experience
- GCSE Standard or equivalent in a computer related qualification
Desirable
- ITIL Foundation or equivalent Service Management Qualification
- Comptia A+ or equivalent Technical Qualification
Experience
Essential
- Support of hardware/software issues
- Relevant Customer service experience
- Experience of working with Microsoft products daily
Desirable
- Relevant NHS/public sector experience
- Support of hardware/software issues within an IT Support Environment
- Active Directory
Person Specification
Qualifications
Essential
- Relevant Work Experience
- GCSE Standard or equivalent in a computer related qualification
Desirable
- ITIL Foundation or equivalent Service Management Qualification
- Comptia A+ or equivalent Technical Qualification
Experience
Essential
- Support of hardware/software issues
- Relevant Customer service experience
- Experience of working with Microsoft products daily
Desirable
- Relevant NHS/public sector experience
- Support of hardware/software issues within an IT Support Environment
- Active Directory
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
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).
