Job summary
An exciting opportunity has arisen at The Newcastle upon Tyne Hospitals Foundation Trust for Junior IT Service Desk Analyst. The successful candidate will join an enthusiastic team reporting directly to the IT Service Desk Team Lead.
- Interview date: 25th August 2023
- 37 hours 30 minutes /Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy
Main duties of the job
- The post holder will be required to work as part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service.
- Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation and service.
- To be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation.
- Ensure that calls are dealt with in a timely manner and within agreed service levels. To resolve as many calls as possible such as password resets via telephone, ensuring sufficient security checks are carried out to validate the identity of the caller.
- To ensure that all requests that cannot be solved by the Service Desk are logged to appropriate technical queue and are managed to successful resolution.
- Update system status pages of the intranet to keep customers informed regarding system failures and periods of planned down time.
- To seek advice from the Service Desk Team Leader where the situation or incident represents an exception to normal operating procedures.
- To undertake other duties, within the competence of the post holder, that may be required from time to time.
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with over 18,000 staff and an annual income of £1 billion.
Rated 'Outstanding' by theCQC for the second consecutive time in 2019, we have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 1.84 million patients 'contacts' each year, delivering high standards of healthcare.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week on a varied shift pattern.
In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to)
- Receiving calls, first line customer liaison.
- Recording and tracking incidents and complaints.
- Keeping customer informed on request status and progress.
- Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels.
- Monitoring and escalating incidents and requests relative to the appropriate SLAs.
- Closing incidents and requests.
- Carrying out daily tasks within the Service Desk function.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Job description
Job responsibilities
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week on a varied shift pattern.
In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to)
- Receiving calls, first line customer liaison.
- Recording and tracking incidents and complaints.
- Keeping customer informed on request status and progress.
- Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels.
- Monitoring and escalating incidents and requests relative to the appropriate SLAs.
- Closing incidents and requests.
- Carrying out daily tasks within the Service Desk function.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Person Specification
Qualifications & Education
Essential
- Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate
- SDI or industry standard Service Desk Certificate
Knowledge & Experience
Essential
- Hands on Windows OS knowledge (7 upwards)
- Experience of supporting Microsoft Office (2010 upwards)
- Knowledge of understanding and diagnosing technical problems
- Experienced in gathering information using various questioning techniques
- Experience in making decisions quickly and accurately
Desirable
- Knowledge of computer and user management in Active Directory
- Experience of PC Hardware / Building
- Experience of working within an ITIL framework
- Experience of Desktop Support
- Experience of large companies (1500+ user base)
- Experience of using the support tool "Service Now"
Skills & Abilities
Essential
- Ability to absorb and retain information quickly
- Ability to as part of a team or unsupervised
- Strong documentation skills
- Excellent Customer Service Skills
- Excellent Telephone Manner
Person Specification
Qualifications & Education
Essential
- Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate
- SDI or industry standard Service Desk Certificate
Knowledge & Experience
Essential
- Hands on Windows OS knowledge (7 upwards)
- Experience of supporting Microsoft Office (2010 upwards)
- Knowledge of understanding and diagnosing technical problems
- Experienced in gathering information using various questioning techniques
- Experience in making decisions quickly and accurately
Desirable
- Knowledge of computer and user management in Active Directory
- Experience of PC Hardware / Building
- Experience of working within an ITIL framework
- Experience of Desktop Support
- Experience of large companies (1500+ user base)
- Experience of using the support tool "Service Now"
Skills & Abilities
Essential
- Ability to absorb and retain information quickly
- Ability to as part of a team or unsupervised
- Strong documentation skills
- Excellent Customer Service Skills
- Excellent Telephone Manner
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).
