Job summary
A new and exciting opportunity has arisen to join the MY Digital Service Desk team as a Digital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust.
The Digital Service Desk team, in conjunction with other teams within Digital Services, delivers Trust-wide first line support to staff via telephone, remotely and in person, providing users with excellent service and support to deliver their roles safely and effectively.
We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused first-line IT support and contribute to its ongoing development.
This is a fixed term, full time position working Monday to Friday, within the hours of 08.00am - 10.00pm.
Main duties of the job
To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust.
To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels.
To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.
About us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield).
Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion.
As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Job description
Job responsibilities
- To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.
- To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management.
- To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely.
- Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels.
- To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures.
- To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams.
- To investigate and analyse re-opened enquiries.
- To provide reports, as requested, in order to analyse the trends of enquiries.
- To provide a high level of customer service and satisfaction at all times.
- To produce and maintain documentation for use in the online Knowledgebase.
- To manage and maintain the asset database and documentation as appropriate to the role.
- To occasionally assist the Technical Team with the moving and handling of equipment
- To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this.
- To undergo staff training and development as required and attend all team and departmental meetings.
- To update systems as appropriate to track the lifetime of IT assets within the Trust.
- To demonstrate the Trust’s core values and behaviours.
Job description
Job responsibilities
- To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.
- To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management.
- To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely.
- Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels.
- To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures.
- To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams.
- To investigate and analyse re-opened enquiries.
- To provide reports, as requested, in order to analyse the trends of enquiries.
- To provide a high level of customer service and satisfaction at all times.
- To produce and maintain documentation for use in the online Knowledgebase.
- To manage and maintain the asset database and documentation as appropriate to the role.
- To occasionally assist the Technical Team with the moving and handling of equipment
- To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this.
- To undergo staff training and development as required and attend all team and departmental meetings.
- To update systems as appropriate to track the lifetime of IT assets within the Trust.
- To demonstrate the Trust’s core values and behaviours.
Person Specification
Qualifications
Essential
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
Person Specification
Qualifications
Essential
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
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.
