Job summary
We are offering an exciting opportunity for 2 experienced Senior Service Desk Analyst to work within ELFT's Helpdesk team. The post holder will be expected to provide an excellent level of customer care. It is essential that applicants are self-motivated and have a proven track record in a Health & Social Care environment. The post will be based in Bethnal Green, supporting over 6000 staff across sites in East London and Bedfordshire. If you feel you are suited to the role and have the necessary experience and skills, then we would like to hear from you.
Main duties of the job
The Senior Service Desk Analyst is a key role within the team. The role is responsible for assisting in the management and delivery of operational services to the Trust, ensuring the administration function is delivered in accordance with Service Level Agreements whilst maintaining high levels of system availability and customer satisfaction.
The role utilises technical expertise to provide first and second line support for IT service desk, ensuring that requests from users for assistance are handled promptly and effectively and in accordance with Service Level Agreements (SLA's).
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations
Job description
Job responsibilities
For more information please refer to the attached Job description and Person Specification. Document attached on the vacancy.
Job description
Job responsibilities
For more information please refer to the attached Job description and Person Specification. Document attached on the vacancy.
Person Specification
Education/ Qualification/ Training
Essential
- Relevant Digital Degree or equivalent knowledge and relevant experience in specialty
Desirable
- Recognised qualifications associated to the role
Experience
Essential
- Experience of supporting organisation clinical systems and system implementation within a clinical environment
- Able to perform routine tasks without the need for instruction and able to undertake more complex tasks once given detailed instruction.
- Able to document own work processes and more routine procedures
- Experience of working with a range of staffing groups including clinicians, nursing and managers.
- Ability to prioritise workload
- Experience of working within an NHS Digital Department environment.
- Experience using a clinical system such as RiO, EMIS, SystmOne, JAC
Desirable
- Experience of systems administration and supporting a suite of systems within the Trust, including: - o RiO o EMIS o SystmOne o JAC
Knowledge and Skills
Essential
- Knowledge of working in a Digital Support environment.
- Basic knowledge of SQL
- Risk management and governance
- Advanced Keyboard Skills
- Understanding of Information Governance, Digital Security and confidentiality
- High level of interpersonal skills, including active listening and understanding.
- Communication skills
- Good working knowledge of MS Office products
Desirable
- Knowledge & Experience working in an ITIL environment
- Knowledge & Experience working in a PRINCE 2 environment
- Fundamental knowledge of computer systems design, applications development and systems administration
Personal
Essential
- Good analytical and problem solving skills - ability to analyse complex data/information and make judgements/draw conclusions
- Ability to work independently, using own initiative and as part of a team
- Strong communication skills both written and verbal - able to communicate complex and sensitive information and use persuasion, influencing and negotiation
- Ability to embrace and drive change
- Ability to organise and prioritise own workload and that of others and adjust plans as required both in the short and long term
- Able to work flexibly to meet the demands of the role
Person Specification
Education/ Qualification/ Training
Essential
- Relevant Digital Degree or equivalent knowledge and relevant experience in specialty
Desirable
- Recognised qualifications associated to the role
Experience
Essential
- Experience of supporting organisation clinical systems and system implementation within a clinical environment
- Able to perform routine tasks without the need for instruction and able to undertake more complex tasks once given detailed instruction.
- Able to document own work processes and more routine procedures
- Experience of working with a range of staffing groups including clinicians, nursing and managers.
- Ability to prioritise workload
- Experience of working within an NHS Digital Department environment.
- Experience using a clinical system such as RiO, EMIS, SystmOne, JAC
Desirable
- Experience of systems administration and supporting a suite of systems within the Trust, including: - o RiO o EMIS o SystmOne o JAC
Knowledge and Skills
Essential
- Knowledge of working in a Digital Support environment.
- Basic knowledge of SQL
- Risk management and governance
- Advanced Keyboard Skills
- Understanding of Information Governance, Digital Security and confidentiality
- High level of interpersonal skills, including active listening and understanding.
- Communication skills
- Good working knowledge of MS Office products
Desirable
- Knowledge & Experience working in an ITIL environment
- Knowledge & Experience working in a PRINCE 2 environment
- Fundamental knowledge of computer systems design, applications development and systems administration
Personal
Essential
- Good analytical and problem solving skills - ability to analyse complex data/information and make judgements/draw conclusions
- Ability to work independently, using own initiative and as part of a team
- Strong communication skills both written and verbal - able to communicate complex and sensitive information and use persuasion, influencing and negotiation
- Ability to embrace and drive change
- Ability to organise and prioritise own workload and that of others and adjust plans as required both in the short and long term
- Able to work flexibly to meet the demands of the role
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).
