ICT Service Desk Analyst

Job summary

Come and join our ICT Service Desk, we pride ourselves on delivering brilliant service through brilliant people and be part of our success.

Could you be our next new team member?

This exciting opportunity is within the Digital Services Directorate. You will report to the Service Desk Manager, and will be expected to work closely with all members of Digital Services and Trust Staff.

We currentlysupportover 3,500 people. The person we are looking for must be customer focused, keen to ensure customer satisfaction at all times and driven to achieving a high level of call resolution at first contact.

Our Digital Services Team have adopted a Hybrid working approach, meaning home and office-based working is required to promote flexibility and contingency.

You will have experience of working in a similar role and possess a good standard of technical skills as well as an awareness of service desk processes, best practice as well as an understanding of ITIL and 8 x 8 Virtual Contact Centre.

This is a 2year fixed term appointment; the service is available between 8.00 am and 6.00 pm Monday to Friday, there is a rotational 37.5 hours per week shift pattern in place. The shifts are: 8.00 am - 4.00 pm; 9.00 am - 5.00 pm; and 10.00 am - 6.00 pm.

This post is subject to a six-month probationary period in line with the Kent and Medway NHS and Social Care Partnership Trust Policy.

Main duties of the job

To provide technical support or training to end-users, usually the first point of contact when a user has a requirement for technical support. Customer-facing and in addition to excellent technical skills, need highly developed communication skills and must be both empathic and resilient.

ICT Analysts also contribute to the continuous improvement of the ICT Assurance Framework incorporating strategies, policies, standards, tools, operational processes and procedures in order to continuously improve the experience of our users and maximise their productivity & satisfaction.

About us

The ICT Service Desk has been in place since Apr 2016.

Since the COVID pandemic the ICT Service Desk have been working from home.

The transition was quickly and easily implemented, including the use of Lifesize and MS Teams to maintain communication within the team. A tribute to the dedication, commitment and technical ability of all team members.

User support has continued uninterrupted, without detriment during the pandemic; further demonstrating the teams effectiveness, efficiency and professionalism. The ICT Service Desk has adapted well to remote working with no impact to team dynamics, spirit, cooperation or most importantly communication; not just within the ICT Service Desk itself, but also across other ICT departments such as Infrastructure, 3rd Line Support and Field team(s).

In addition to the challenges successfully met above, the team has been operationally involved, Trust wide, in: -

• Office 2019 roll out.
• Migration to a new telephone provider trust wide with Virtual Contact Centre for the Desk and Single Point of Access which will transform the services for our patients.
• Migration of our Single Point of Access Team and the ICT Service Desk to 8 x 8 Work and Virtual Contact Centre.

The ICT Service Desk Team is stable and settled, constantly demonstrating perpetual ongoing learning, constant evolvement and growth.

The culture of the ICT Service Desk is one of a can do/will do approach with no clock watching, we deliver, even if we have to that extra mile.

Employer details

Employer name

Kent & Medway NHS & Social Care Partnership Trust

Address

St Michaels House, Sittingbourne & WFH as part of Hybrid working

St Michaels Road

Sittingbourne

ME10 3DW

Employer's website

https://www.kmpt.nhs.uk (Opens in a new tab)

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Employer details

Employer name

Kent & Medway NHS & Social Care Partnership Trust

Address

St Michaels House, Sittingbourne & WFH as part of Hybrid working

St Michaels Road

Sittingbourne

ME10 3DW

Employer's website

https://www.kmpt.nhs.uk (Opens in a new tab)

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