Job summary
We are seeking to recruit an Information Service Desk Analyst to work within the Digital and Data Services Dept. The trust offers excellent development and learning opportunities, a challenging work agenda, an opportunity to make a difference and career progression opportunities. We are seeking enthusiastic, customer focused individuals with the appropriate technical knowledge to undertake this key role within the Trust.
The successful candidate will become a member of our customer focused team based within Flatts Lane Centre and be responsible for resolving technical first line support issues / requests received by the Digital and Data Services Service Desk. If successful, you will be required to be an excellent team player and ensure accurate and timely recording on the trust's call logging system and assign calls to the appropriate specialist or group.
This post incorporates a hybrid working approach and will be predominantly home working. There will be an expectation to be able to attend team meetings at the base site.
Main duties of the job
- Provide 1st line IT & technical support to customers, user access and account management tasks as required by the role.
- Actively maintain information systems including the setting up of new / existing customers onto the software packages
- Provide accurate tracking of queries and activities through to resolution and provide feedback to users.
- Use excellent interpersonal and communication skills to manage call resolution to a wide variety of personnel throughout the Trust.
- Assist the Information Service Desk Management team in the handling of complex enquiries and the production of key supporting documentation as required.
- Assist and deputise, where appropriate, for the Service Desk Team Lead across a range of information service issues.
- Work as part of the 'Out of Hours' Rota approximately every 10 weeks
About us
We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.
From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.
We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.
We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.
We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.
Job description
Job responsibilities
Please refer to the attached job description for further detailed information regarding the role and main responsibilities.
Job description
Job responsibilities
Please refer to the attached job description for further detailed information regarding the role and main responsibilities.
Person Specification
Qualifications
Essential
- Educated to HND / HNC or with equivalent experiential learning
- ECDL or equivalent experiential learning
- GCSE Math's and English
- Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above
Desirable
- Degree in an IT or Customer Service related subject
- Helpdesk institute qualification/membership or equivalent
- Computer hardware maintenance qualification - ComptiaA+ or equivalent
Experience
Essential
- Working in an Information service desk or contact centre environment and communication with a wide range of customers.
- Experience in supporting and working with multiple information systems.
- Experience of user account administration
Desirable
- Experience of first point of contact customer service / support desk
- Knowledge of Windows 10 Enterprise environments
Knowledge
Essential
- Knowledge of and ability to create and update supporting documentation
- Detailed knowledge of all Office 365 suite of products
- Knowledge of Active directory management
Desirable
- Knowledge of Virtual desktop (VDI) infrastruture
- Knowledge of Android / IOS mobile device and associated support tools
Person Specification
Qualifications
Essential
- Educated to HND / HNC or with equivalent experiential learning
- ECDL or equivalent experiential learning
- GCSE Math's and English
- Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above
Desirable
- Degree in an IT or Customer Service related subject
- Helpdesk institute qualification/membership or equivalent
- Computer hardware maintenance qualification - ComptiaA+ or equivalent
Experience
Essential
- Working in an Information service desk or contact centre environment and communication with a wide range of customers.
- Experience in supporting and working with multiple information systems.
- Experience of user account administration
Desirable
- Experience of first point of contact customer service / support desk
- Knowledge of Windows 10 Enterprise environments
Knowledge
Essential
- Knowledge of and ability to create and update supporting documentation
- Detailed knowledge of all Office 365 suite of products
- Knowledge of Active directory management
Desirable
- Knowledge of Virtual desktop (VDI) infrastruture
- Knowledge of Android / IOS mobile device and associated support tools
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
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).
