Job summary
Are you looking for an entry point into a rewarding career in Information Technology? If so, we have the perfect opportunity for you!
Join our dynamic team at the East Midlands Ambulance Service Digital Services Department, located at our Nottingham Divisional Headquarters.We're seeking talented individuals to fill the role of Service Desk Analyst, where you'll be instrumental in delivering top-notch Digital services to one of the largest ambulance services in the United Kingdom.
If you're ready to make an impact, thrive in a fast-paced environment, and contribute to the enhancement of our Digital services, then this is the opportunity you've been looking for.
Join us and be a key player in our team, where innovation and collaboration are celebrated.
Main duties of the job
As a Service Desk Analyst, you'll be at the forefront of providing first-line technical support, ensuring prompt resolution of incidents and requests from across the East Midlands. Your dedication to user satisfaction will be evident as you deliver a service that's not only responsive but also proactive in identifying and implementing improvements.You will be part of the Service Desk function rota to ensure the Service Desk is covered during core support hours.
About us
At our organization, we value growth and development. As a Service Desk Analyst, you'll have ample opportunities for progression and advancement within the department. Whether you're looking to enhance your technical skills, take on leadership roles, or explore new avenues within the organization, we'll provide the support and resources you need to excel in your career.
Job description
Job responsibilities
Please ensure to read this vacancies' job description and person specification to view the roles main responsibilities and expectations.
Duties include:
Ensure all processes within own area of expertise are followed.
Be responsible for creating and maintaining accurate and up to date records for all inbound contacts (voice, in person, email) to the Service Desk using the ITSM tool.
Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements.
Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate.
Identify and solve common first line level hardware faults and problems.
Provide first level support for known issues.
Escalate faults to second and third level support, or third-party suppliers as required, monitor progress and maintain communications with end users on progress.
Job description
Job responsibilities
Please ensure to read this vacancies' job description and person specification to view the roles main responsibilities and expectations.
Duties include:
Ensure all processes within own area of expertise are followed.
Be responsible for creating and maintaining accurate and up to date records for all inbound contacts (voice, in person, email) to the Service Desk using the ITSM tool.
Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements.
Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate.
Identify and solve common first line level hardware faults and problems.
Provide first level support for known issues.
Escalate faults to second and third level support, or third-party suppliers as required, monitor progress and maintain communications with end users on progress.
Person Specification
Experience
Desirable
- NHS Experience
- At least one year in a IT role or Helpdesk/Call Centre position
- Experience in diagnosing and resolving hardware and software problems
Qualifications
Essential
- Educated to GCSE level or equivalent qualification, or equivalent level, or relevant experience.
- European Computer Driving Licence (ECDL) or equivalent knowledge
Desirable
- Educated or trained to A + (plus) level or a minimum of one year's IT experience
Knowledge
Essential
- Capable of analysing non complex IM&T faults and software queries
- Knowledge of a range of IT work procedures and practices
Desirable
- Knowledge of ITIL Processes and Functions
Skills
Essential
- Able to communicate in a support environment verbally or written
- Able to manage user IT accounts through the lifecycle
- Able to communicate IM&T matters clearly to non-IM&T staff
Person Specification
Experience
Desirable
- NHS Experience
- At least one year in a IT role or Helpdesk/Call Centre position
- Experience in diagnosing and resolving hardware and software problems
Qualifications
Essential
- Educated to GCSE level or equivalent qualification, or equivalent level, or relevant experience.
- European Computer Driving Licence (ECDL) or equivalent knowledge
Desirable
- Educated or trained to A + (plus) level or a minimum of one year's IT experience
Knowledge
Essential
- Capable of analysing non complex IM&T faults and software queries
- Knowledge of a range of IT work procedures and practices
Desirable
- Knowledge of ITIL Processes and Functions
Skills
Essential
- Able to communicate in a support environment verbally or written
- Able to manage user IT accounts through the lifecycle
- Able to communicate IM&T matters clearly to non-IM&T staff
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.
