Job summary
Are you looking for your next challenge in digital?
We are pleased to be able to offer an exciting opportunity to join the Electronic Patient Record (EPR) Programme Team at Northampton General Hospital. In partnership with our chosen supplier, we have embarked on our digital excellence journey to implement a nationally-leading EPR system that will transform the quality of care for our patients and staff by having instantly accessible information using the latest mobile technology, reducing paper usage and utilising clinical decision support tools.
As a Service Desk Analyst, you will be responsible for being a team member of the 1st Line Service Desk team that will be responsible for providing 1st line digitalsupport for the Group. Acting as a point of escalation for the Associate Service Desk Analysts. As part of a dynamic and agile team that is committed to our Vision 'Dedicated to Excellence', you will have significant personal
Main duties of the job
You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in Service Delivery, in particular the areas of incident and request management.
You should have good interpersonal skills and be comfortable building relationships with customers at all levels.
You must be able to work under timescales and remain calm under pressure particularly during major service disruptions.
Travel to the hospital site will be required.
About us
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
- Compassion
- Accountability
- Respect
- Integrity
- Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds.This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description
Job responsibilities
Main Duties
- Responsible for providing a Service Desk call logging and first line incident resolution service.
- Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
- Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
- Solutions driven, confident and friendly approach when dealing with end users.
- Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
- Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
- Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader.
- Support and assist with development of the Associate Service Desk Analysts.
- Work with the Service Desk Analysts to identify process improvements.
- Ensuring the service offered is to the highest standard and gives great customer service.
- Ensure that you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities.
- Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
- Contribute to ensuring that you deliver to agreed SLAs.
- Providing technical advice and information to the Associate Service Desk Analysts.
- To contribute to producing and maintaining operational procedures.
- Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties.
- Ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Management and Leadership
- Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
- Deputise for the Service Desk Analyst as necessary and where appropriate.
Technical Service Delivery
- Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records.
- Be aware of all changes and when they are taking place.
- Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
- Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
- Ensure systems are in place to routinely analyse and manage digital resource utilisation in the Service Desk in order to provide efficient and optimised digital services.
Advice, guidance, and partnerships
- Provide technical and professional assistance regarding the Service Desk.
- Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.
- Forming constructive relationships with suppliers to optimise the delivery of solutions.
Policies and procedures
- Contribute to ensure that the Service Desk has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
- Contribute to ensuring that a full and current inventory of all digital assets is maintained.
Professional and Personal Development
- The post holder will need to develop and maintain an awareness of developments and legislation relevant to the digital ervice Desk and contribute to efforts to ensure that each function reflects current professional guidance and standards.
- The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Desk Analyst.
Role Requirements
- We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
- Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making.
- High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
- The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
- Exposure to unpleasant working conditions or hazards is rare.
- Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)
Job description
Job responsibilities
Main Duties
- Responsible for providing a Service Desk call logging and first line incident resolution service.
- Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
- Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
- Solutions driven, confident and friendly approach when dealing with end users.
- Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
- Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
- Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader.
- Support and assist with development of the Associate Service Desk Analysts.
- Work with the Service Desk Analysts to identify process improvements.
- Ensuring the service offered is to the highest standard and gives great customer service.
- Ensure that you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities.
- Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
- Contribute to ensuring that you deliver to agreed SLAs.
- Providing technical advice and information to the Associate Service Desk Analysts.
- To contribute to producing and maintaining operational procedures.
- Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties.
- Ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Management and Leadership
- Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
- Deputise for the Service Desk Analyst as necessary and where appropriate.
Technical Service Delivery
- Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records.
- Be aware of all changes and when they are taking place.
- Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
- Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
- Ensure systems are in place to routinely analyse and manage digital resource utilisation in the Service Desk in order to provide efficient and optimised digital services.
Advice, guidance, and partnerships
- Provide technical and professional assistance regarding the Service Desk.
- Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.
- Forming constructive relationships with suppliers to optimise the delivery of solutions.
Policies and procedures
- Contribute to ensure that the Service Desk has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
- Contribute to ensuring that a full and current inventory of all digital assets is maintained.
Professional and Personal Development
- The post holder will need to develop and maintain an awareness of developments and legislation relevant to the digital ervice Desk and contribute to efforts to ensure that each function reflects current professional guidance and standards.
- The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Desk Analyst.
Role Requirements
- We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
- Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making.
- High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
- The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
- Exposure to unpleasant working conditions or hazards is rare.
- Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)
Person Specification
Educations, Training and Qualifications
Essential
- Educated to Diploma/Vocational Level 4 education or equivalent level or equivalent experience delivering Digital services
Desirable
- ITIL v.3 or later foundation certificateor equivalent experience
- Knowledge of the provision of health services
Knowledge and Experience
Essential
- Evidence of continuing professional development
- Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services
- Experience of delivering a Service Delivery function, preferably in the public sector
- Experience in contributing to the success of a multi-disciplinary team as effective team member
- Experience of working within multi-disciplinary teams
Desirable
- Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management
- Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
- Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services
- Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
- Experience of working within the agile methodology
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences
- Able to clearly manage priorities for self, staff and teams in order to meet targets
- Accurate and advanced keyboard skills
Key Competencies/Personal Qualities and Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Able to perform confidently in stressful situations
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Passionate commitment to embedding diversity and equality internally and externally
- Ability to travel to the Northampton Hospital site and to other sites across the Group
Desirable
- Able to establish credibility
Person Specification
Educations, Training and Qualifications
Essential
- Educated to Diploma/Vocational Level 4 education or equivalent level or equivalent experience delivering Digital services
Desirable
- ITIL v.3 or later foundation certificateor equivalent experience
- Knowledge of the provision of health services
Knowledge and Experience
Essential
- Evidence of continuing professional development
- Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services
- Experience of delivering a Service Delivery function, preferably in the public sector
- Experience in contributing to the success of a multi-disciplinary team as effective team member
- Experience of working within multi-disciplinary teams
Desirable
- Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management
- Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
- Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services
- Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
- Experience of working within the agile methodology
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences
- Able to clearly manage priorities for self, staff and teams in order to meet targets
- Accurate and advanced keyboard skills
Key Competencies/Personal Qualities and Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Able to perform confidently in stressful situations
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Passionate commitment to embedding diversity and equality internally and externally
- Ability to travel to the Northampton Hospital site and to other sites across the Group
Desirable
- Able to establish credibility
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).
