ICT Service Desk Analyst

Norfolk & Suffolk Foundation NHS Trust

The closing date is 20 May 2024

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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 Desk Team consists of:

  • Service Desk Analysts
  • Service Desk Apprentices
  • The Service Desk Supervisor
  • The Service Desk 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:

  • Telephone Call and Live Chat Handling
  • Incident Management
  • Service Request Management
  • Problem Management
  • Knowledge Management
  • Service Asset and Configuration Management
  • First Level remote support
  • Providing excellent customer service
  • Service Level Monitoring
  • 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.

Date posted

07 May 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year gross per annum (pro rata)

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

246-COR6279794

Job locations

Hellesdon Hospital

Norwich

NR6 5BE


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

  • 5 GCSEs Grade 4 or above including Maths and English, or equivalent qualifications
  • Comptia IT Fundamentals (ITF+) or equivalent technical qualification
  • SDI Service Desk Analyst, ITIL4 Foundation or equivalent best practise qualification

Desirable

  • Comptia A+ or equivalent technical qualification
  • Educated to A Level standard or above

Experience

Essential

  • Professional experience resolving Computer or Device Issues
  • Professional customer service experience

Desirable

  • Hardware support experience
Person Specification

Qualifications

Essential

  • 5 GCSEs Grade 4 or above including Maths and English, or equivalent qualifications
  • Comptia IT Fundamentals (ITF+) or equivalent technical qualification
  • SDI Service Desk Analyst, ITIL4 Foundation or equivalent best practise qualification

Desirable

  • Comptia A+ or equivalent technical qualification
  • Educated to A Level standard or above

Experience

Essential

  • Professional experience resolving Computer or Device Issues
  • Professional customer service experience

Desirable

  • Hardware support experience

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.

Certificate of Sponsorship

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

Certificate of Sponsorship

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).

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

For questions about the job, contact:

Service Desk Manager

James Moulding

james.moulding@nsft.nhs.uk

07765456413

Date posted

07 May 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year gross per annum (pro rata)

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

246-COR6279794

Job locations

Hellesdon Hospital

Norwich

NR6 5BE


Supporting documents

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