Job summary
The Digital Services Team are looking for a passionate, experienced, and dedicated Digital Support Analyst to join the Service Desk team. This is an opportunity to work for a high functioning, high performing Service Desk, following ITIL best practices in a knowledge based and driven environment. This role will be supporting a user base of 5000+ across multiple locations.
Main duties of the job
We are looking for Support Analysts with the IT skills necessary to be able to support all RMH Digital users with their IT incidents and queries, and with a passion for providing excellent customer service. You will have strong experience in Active Directory Administration, Office 365 Support and Windows 10. The Support Analysts primary duty will be to resolve incidents where a first-time fix is available, escalating the incident to the relevant team where not achievable. Digital transformation planned across the Trust provides excellent opportunity to be involved in shaping the service and support that our team provides to the trust.This role has provided opportunities for previous candidates who have been successful in developing their careers further within Digital Services
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To provide high quality first-line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face. Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices. To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line. To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool. Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues. Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides & policies. To create and maintain user network accounts in Active Directory and other supported applications. Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate. Be responsible for managing own workflow (with the ability to concentre with interruptions) through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA. Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace. Undertake any other duties which may be reasonably required by their line manager.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To provide high quality first-line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face. Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices. To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line. To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool. Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues. Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides & policies. To create and maintain user network accounts in Active Directory and other supported applications. Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate. Be responsible for managing own workflow (with the ability to concentre with interruptions) through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA. Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace. Undertake any other duties which may be reasonably required by their line manager.
Person Specification
Education / Qualifications
Essential
- Degree level education or equivalent specialist knowledge acquired through relevant experience
Desirable
- MCITP - Microsoft Certified IT Professional
- Qualification in Customer Service / Telephone training
- Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
- ITIL Foundation Certificate in IT Service Management
Experience
Essential
- Experience of working on an IT Service Desk or similar technical support environment
- Experience of operating within Service Level Agreements and following working policies and procedures
- Use of Service Management and Helpdesk software
- Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
- Excellent knowledge of PC architecture and peripherals
- Proficient in the use of Active Directory
- Knowledge and experience of troubleshooting Microsoft & Apple technologies
- Knowledge of remote access, configuration and deployment tools
- The Ability to flexibly cover the assigned hours of support
Desirable
- Experience of working in Healthcare
Skills Abilities / Knowledge
Essential
- Good level of IT skills in a wide range of areas
- Excellent communication skills - able to demonstrate effective listening, verbal and can demonstrate good standard of written communication
- Contribute to training and support documentation
- Ability to communicate technical information to others clearly
- Strong organisational skills
- Willingness to share knowledge and support others
- Excellent customer service skills
- Supportive, patient, caring attitude with attention to detail and accuracy
- Able to work effectively under pressure and able to manage own workload while working to changing demands of the environment work
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
- Able to manage time/priorities effectively in order to meet deadlines
- Value diversity and difference, operates with integrity and openness
- Treating others with compassion, empathy and respect
- Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others
- Uses evidence to make improvements, increase efficiencies and seeks out innovation
- Actively develops themselves and others
- Ability to work independently in a busy environment, often with frequent interruptions
- Clear thinking and logical approach to technical problem solving
- Professional, calm and efficient manner
- Displays great attention to detail and accuracy
- Highly motivated with the ability to influence and inspire others
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
- Enthusiastic, innovative and self-motivated
Person Specification
Education / Qualifications
Essential
- Degree level education or equivalent specialist knowledge acquired through relevant experience
Desirable
- MCITP - Microsoft Certified IT Professional
- Qualification in Customer Service / Telephone training
- Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
- ITIL Foundation Certificate in IT Service Management
Experience
Essential
- Experience of working on an IT Service Desk or similar technical support environment
- Experience of operating within Service Level Agreements and following working policies and procedures
- Use of Service Management and Helpdesk software
- Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
- Excellent knowledge of PC architecture and peripherals
- Proficient in the use of Active Directory
- Knowledge and experience of troubleshooting Microsoft & Apple technologies
- Knowledge of remote access, configuration and deployment tools
- The Ability to flexibly cover the assigned hours of support
Desirable
- Experience of working in Healthcare
Skills Abilities / Knowledge
Essential
- Good level of IT skills in a wide range of areas
- Excellent communication skills - able to demonstrate effective listening, verbal and can demonstrate good standard of written communication
- Contribute to training and support documentation
- Ability to communicate technical information to others clearly
- Strong organisational skills
- Willingness to share knowledge and support others
- Excellent customer service skills
- Supportive, patient, caring attitude with attention to detail and accuracy
- Able to work effectively under pressure and able to manage own workload while working to changing demands of the environment work
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
- Able to manage time/priorities effectively in order to meet deadlines
- Value diversity and difference, operates with integrity and openness
- Treating others with compassion, empathy and respect
- Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others
- Uses evidence to make improvements, increase efficiencies and seeks out innovation
- Actively develops themselves and others
- Ability to work independently in a busy environment, often with frequent interruptions
- Clear thinking and logical approach to technical problem solving
- Professional, calm and efficient manner
- Displays great attention to detail and accuracy
- Highly motivated with the ability to influence and inspire others
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
- Enthusiastic, innovative and self-motivated
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.
