Job summary
Oxford Health is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. The purpose of this role is:
- To act as the main focal customer point for the IT Service.
- To provide 1st line technical support for all IT customers desktop, laptop, mobile device, peripherals, and systems in accordance with their SLA.
- To escalate customer issues and requests to support other 2nd / 3rd line support teams within IT and externally in a timely manner.
Main duties of the job
We are looking for a Service Desk Analyst to join our existing Service Desk team. Applicants must be enthusiastic and committed individuals, with a background in IT support and customer service, complete with a flexible 'can do' approach to work.
You will be required to work closely with the IT Operational Team, covering the Service Desk, providing first line technical support. To be considered for this role you must have proven experience gained in similar customer service / administrative roles. You must also be able to work on your own initiative, organise your own workload, to convey written and verbal information accurately and demonstrate excellent communication skills, as well as being a team player. A good working knowledge of standard Microsoft applications such as Excel, Outlook, Word and Windows 10 are essential. Previous experience of working in an IT support capacity and knowledge of ITIL best practice is a distinct advantage.
About us
Benefits of working for Oxford Health NHS Foundation Trust include:
- Excellent opportunities for career progression
- 27 days annual leave, plus bank holidays, with an increase to 33 days with continuous service
- NHS Discount across a wide range of shops, restaurants and retailers
- Staff accommodation
- Competitive pension scheme
- Lease car scheme
- Cycle to work scheme
Job description
Job responsibilities
Work as part of the IT Service Desk team to provide a high level of customer service, satisfaction and technical support for all of ITs customer base.Provide expert 1st level telephone support enabling the IT Service Desk to be the primary contact point for all customers IT and telecommunication issues. This includes explaining complex technical issues to non-technicalcustomers.Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely, therefore reducing the requirement to travel to site and subsequently increase efficiency.Monitor the IT Service Desk call queue, responding to queries as appropriate in a timely and efficient manner.Assist with various other admin duties such as the creation of new user accounts and access permissions as required.Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software. All actions undertaken to resolve or escalate these requests will also be recordedaccordingly.Respond to requests for assistance from customers via telephone, email or in person.At all times, deal with customers and colleagues in a courteous, friendly and professional manner. This may include the diffusing of stressful situations where conflict and unreasonable demands from customers requirediplomacy.To assist customers in making more effective use of desk-top systems, products and services.For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd line resolving teams. To use judgement to set priority for resolution, monitor progress and apply escalationprocedures for problems not progressing satisfactorily.To interpret technical manuals and documentation to assist with the resolution of issues. To assist with the administration of computer hardware and software in support of the delivery of the agreed IT Service.Installs and/or removes software, following agreed policies and procedures.Receives requests for assistance from customers via the service desk call management software package.Maintains accurate log entries of requests with fault details and contact information.
PLEASE NOTE:
- New starters have a 6 month probationary period. This, together with the induction process aims to create a positive supportive working environment allowing new employees to learn key elements of their role over a reasonable timescale.
- Candidates not currently employed by the Trust who attend an interview for non-qualified Band 1-5 posts are required to undertake numeracy and literacy assessments.
- Appointment to this post is subject to the trust receiving satisfactory references covering 3 years of employment or study. Please ask your referees to respond promptly to reference requests.
- Employees are expected to undertake mandatory and statutory training related to their role.
- We positively encourage applications from all areas of the community, regardless of gender, race, faith, disability, age or sexual orientation and we encourage applications from users of mental health services. This is part of our commitment to equality and reflecting the diversity of our population.
- Oxford Health is committed to safeguarding and promoting the welfare of children and vulnerable adults, we expect all staff and volunteers to share this commitment.
Job description
Job responsibilities
Work as part of the IT Service Desk team to provide a high level of customer service, satisfaction and technical support for all of ITs customer base.Provide expert 1st level telephone support enabling the IT Service Desk to be the primary contact point for all customers IT and telecommunication issues. This includes explaining complex technical issues to non-technicalcustomers.Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely, therefore reducing the requirement to travel to site and subsequently increase efficiency.Monitor the IT Service Desk call queue, responding to queries as appropriate in a timely and efficient manner.Assist with various other admin duties such as the creation of new user accounts and access permissions as required.Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software. All actions undertaken to resolve or escalate these requests will also be recordedaccordingly.Respond to requests for assistance from customers via telephone, email or in person.At all times, deal with customers and colleagues in a courteous, friendly and professional manner. This may include the diffusing of stressful situations where conflict and unreasonable demands from customers requirediplomacy.To assist customers in making more effective use of desk-top systems, products and services.For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd line resolving teams. To use judgement to set priority for resolution, monitor progress and apply escalationprocedures for problems not progressing satisfactorily.To interpret technical manuals and documentation to assist with the resolution of issues. To assist with the administration of computer hardware and software in support of the delivery of the agreed IT Service.Installs and/or removes software, following agreed policies and procedures.Receives requests for assistance from customers via the service desk call management software package.Maintains accurate log entries of requests with fault details and contact information.
PLEASE NOTE:
- New starters have a 6 month probationary period. This, together with the induction process aims to create a positive supportive working environment allowing new employees to learn key elements of their role over a reasonable timescale.
- Candidates not currently employed by the Trust who attend an interview for non-qualified Band 1-5 posts are required to undertake numeracy and literacy assessments.
- Appointment to this post is subject to the trust receiving satisfactory references covering 3 years of employment or study. Please ask your referees to respond promptly to reference requests.
- Employees are expected to undertake mandatory and statutory training related to their role.
- We positively encourage applications from all areas of the community, regardless of gender, race, faith, disability, age or sexual orientation and we encourage applications from users of mental health services. This is part of our commitment to equality and reflecting the diversity of our population.
- Oxford Health is committed to safeguarding and promoting the welfare of children and vulnerable adults, we expect all staff and volunteers to share this commitment.
Person Specification
Knowledge
Essential
- Excellent working knowledge of Microsoft Office applications, Operating systems, including troubleshooting.
Qualifications
Essential
- Evidence of formal education or experience (A Level equivalent).
Desirable
- ITIL Service Management (Foundation)
Experience
Essential
- Previous experience of working within a Service / Help Desk environment.
- Previous experience of working in a Customer Services environment.
Desirable
- Previous experience of working in a staff supporting role.
- Previous experience of working within the NHS.
Person Specification
Knowledge
Essential
- Excellent working knowledge of Microsoft Office applications, Operating systems, including troubleshooting.
Qualifications
Essential
- Evidence of formal education or experience (A Level equivalent).
Desirable
- ITIL Service Management (Foundation)
Experience
Essential
- Previous experience of working within a Service / Help Desk environment.
- Previous experience of working in a Customer Services environment.
Desirable
- Previous experience of working in a staff supporting role.
- Previous experience of working within the NHS.
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).
