Digital Service Desk Analyst

Kent & Medway NHS & Social Care Partnership Trust

This job is now closed

Job summary

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.

Main duties of the job

The post requires a person with significant expertise in Information Communication Technology and having at least three years' experience. The individual is expected to contribute through their skills and efforts to an ICT function that can:

deliver high levels of technology assurance and high levels of customer satisfaction
ensure the best return on investment is achieved through technology-enabled service transformation
negotiate and drive best value from technology investment, contracts and outsourcing arrangements
ensure all staff are adequately developed and able to make effective use of available technology
engage effectively with stakeholder groups at all levels

About us

The CQC rates us as an Outstanding organisation for Caring with an overall rating of Good

Kent and Medway NHS and Social Care Partnership Trust (KMPT) offer a range ofongoing benefitsto our valued workforce across the Trust. From an activehealth and wellbeing programmeto regular recognition events, we work hard to provide varied benefits that make a difference to your work-life balance.

KMPT is creating an environment for equal opportunities for all, where we canALLbe ourselves.

We take pride in our services - which are underpinned by ourTrust values:

Respect- We value people as individuals, we treat others as we would like to be treated.
Openness- Work in a collaborative, transparent way.
Accountability- We are professional and responsible for our actions.
Working together- We work together to make a difference for our service users.
Innovation- We find creative ways to run efficient, high quality services.
Excellence- We listen and learn to continually improve our knowledge and ways of working.

Date posted

19 May 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Home or remote working

Reference number

380-SS0351

Job locations

St Michaels House

Sittingbourne

ME10 3DW

Job description

Job responsibilities

The post-holder reports directly to the ICT Team Manager for the Servicedesk Team and may be asked to deputise for them on matters within the remit of the role.

The post-holder is responsible for receiving calls from users and providing ICT technical support to KMPT staff and other staff as directed by the team manager. Support will normally be provided over the telephone and using remote support / remote control tools. The post-holder is responsible for the logging of the call and recording and accurately coding all activity undertaken to analyse, diagnose, and rectify the problem. The post-holder is responsible for appropriate prioritisation, transfer, escalation, and signposting of the caller where necessary. The post-holder is responsible for liaison with service providers and other third-parties where this is required in order to resolve a reported issue. Servicedesk analysts work shift patterns between 8am and 6pm.

The post-holder is responsible for the management, security, maintenance and records relating to all ICT hardware and software assets assigned to them.

The post-holder has responsibility for contributing to the development and maintenance of service catalogues with appropriate service descriptions and service level agreements (internally and externally) consulted, negotiated and agreed with stakeholders, and for the delivery of services that meet agreed service levels.

The post-holder will be responsible for contributing their specialist advice and activity to the specification, design, commissioning, configuration, and maintenance of a number of information systems, workflow systems, and databases required to support and maintain the ICT function and its services/assets. These will support the reporting and recording of ICT incidents, performance management, trend analysis, problem management, contract management, meet agreed service levels, pro-actively monitor systems and services, etc.

The post-holder is responsible for contributing to/participating in surveys and audits to ensure compliance with departmental processes and procedures, that departmental standards are maintained, to ensure customer satisfaction, and to inform service improvement and investment plans.

Job description

Job responsibilities

The post-holder reports directly to the ICT Team Manager for the Servicedesk Team and may be asked to deputise for them on matters within the remit of the role.

The post-holder is responsible for the management, security, maintenance and records relating to all ICT hardware and software assets assigned to them.

Person Specification

Experience

Essential

Three years proven experience in an ICT analyst role

Desirable

ITIL Certification

Qualifications

Essential

Knowledge of ICT standards and frameworks including ITIL and PRINCE2

Experience

Essential

Good working knowledge of directory services (such as Active Directory, LDAP) and its application for end-point authentication

Experience

Essential

Ability to methodically analyse and diagnose problems and any underlying root-cause, with end-point hardware, software, firmware, applications, connectivity, and services

Desirable

Certification in related technologies such as Microsoft Windows, Active Directory, and Microsoft Office

Person Specification

Experience

Essential

Three years proven experience in an ICT analyst role

Desirable

ITIL Certification

Qualifications

Essential

Knowledge of ICT standards and frameworks including ITIL and PRINCE2

Experience

Essential

Good working knowledge of directory services (such as Active Directory, LDAP) and its application for end-point authentication

Experience

Essential

Ability to methodically analyse and diagnose problems and any underlying root-cause, with end-point hardware, software, firmware, applications, connectivity, and services

Desirable

Certification in related technologies such as Microsoft Windows, Active Directory, and Microsoft Office

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.