Digital Service Desk Analyst

Job description

Job responsibilities

1. Key Responsibilities of the Role

1.1. The post holder will be required to log and manage incoming calls through to resolution. The role is office based and will, therefore, involve communication via telephone and email. It is possible that the post holder may be asked to travel to the Trusts other sites for work purposes.

1.2. The post holder is expected to have the aptitude to understand and work on computer hardware and software in varying configurations. The post holder will have gained or be working to achieve MCP or equivalent qualifications.

1.3. Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trusts communities, ensuring equality of access and treatment in employment and service delivery. To always demonstrate a positive can-do attitude and drive the can-do attitude across the IM&T Department.

1.4. Providing technical advice to users and team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.

1.5. Use technical knowledge to interpret user requirements, troubleshoot calls, provide advice, and fault resolution on first contact in accordance with the IM&T Service Level Agreement.

1.6. Ensure that efficient resolution of faults and user feedback are addressed as a matter of priority.

1.7. The post holder is required to issue case/job numbers to all users every time a request for assistance is made.

1.8. Maintain ownership of calls and communication with users to achieve response targets defined by the Digital Service Desk Manager.

1.9. Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.

1.10. Assist in the monitoring of Trust infrastructure, raising support calls and escalating when appropriate.

Person Specification

Qualifications

Essential

• Diploma Certificate in IT or equivalent knowledge/ experience.
• ECDL or equivalent knowledge.

Desirable

• Microsoft Certification.
• ITIL Foundation Certification.

Knowledge and Experience

Essential

• Working knowledge of MS Windows Operating Systems
• Working knowledge of Windows Server and Active Directory
• Working knowledge of LAN, WAN, wireless networking, and structured cabling topologies.
• Working knowledge of MS Office applications.
• Proven intermediate IT skills and ability to learn new systems
• Experience of working as part of a team
• Previous working knowledge and experience supporting IT systems

Desirable

• Working knowledge of Backup Software and Remote Access software applications.
• Working knowledge of MDM Solutions and support of IOS Devices.
• Working knowledge of Windows Server and Active Directory

Practical skills

Essential

• Previous working knowledge and experience Supporting IT systems
• Willingness to learn and to take responsibility for your own development
• Ability and willingness to follow instruction and learn new tasks

Desirable

• Experience of computer aided dispatch systems and their associated interfaces.
• Experience of radio systems, including analogue and digital services.
• Previous working knowledge and experience supporting IT systems

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.

Employer details

Employer name

East of England Ambulance Service

Address

Norwich

Norwich

NR7 0HR

Employer's website

https://www.eastamb.nhs.uk (Opens in a new tab)