ICT Service Desk Analyst

Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES1. Communication and relationship skillsTo undertake first line support for e-mail, applications and systems software, data communications and telecommunications.Excellent communication skills with ability to calm difficult situations. Operators must be able to explain sometimes complex technical solutions to user problems over the telephone, using non-technical language and be able to communicate effectively with staff at all levels within customer organisations.Excellent customer care and listening skills, considering most calls are regarding a problem they are experiencing and are therefore rarely happy to be calling the Service Desk.Experience of accurately responding and communicating directly with requestors who use email to log incidents, using non-technical language.Ability to interpret and clarify user problems in simple terms.To make sure that users feel confident their problem has been understood and will be dealt with appropriately.Calls are dealt with in a professional manner, keeping the call brief and to the point.Accurate and timely liaison with the Engineers and other members of the Team in high priority situations.

2. Knowledge, training and experienceTo update the Service Desk Knowledge base when appropriate.Ability to resolve queries/incidents with regards to software applications,telecommunications, network problems, healthcare and administrative systems, email systems, simple hardware checks and to give general procedural advice on IT related subjects. These incidents may range from simple common faults (e.g. forgottenpassword) to more complex problems affecting multiple systems and areas. The operator must be able to recognise major problems and understand the wider implications for staff in clinical areas.Excellent prioritisation skills gained through experience and knowledge of local IT system and network configurations and a thorough understanding of critical service areas.Maintaining a professional, high standard of service always, whilst improving ServiceDesk knowledge to achieve higher rates of first line resolutions.

3. Analytical and Judgemental skillsTo ensure all calls are answered using standard corporate responses.To ensure all logged calls are resolved or passed to the appropriate person for resolution.To aim to respond to and resolve approximately 70% of all incidents raised, within the boundaries of maintaining an efficient call logging service.Ability to recognise when an issue falls outside of the operators responsibility.Skilled in calming pressure situations, both with customers and as a team member in times of major system failures.Ability to record the information methodically and accurately.All calls are either resolved over the telephone or passed on to the appropriate person for resolution, after logging.All calls are signed off once the user has confirmed the call has been resolved.

4. Planning and Organisational skillsMaintain individual targets as set by Service Desk Team LeaderAdministration duties are dealt with efficiently and effectively.Outstanding faults and issues passed to third party suppliers are tracked,satisfactorily completed and recorded appropriately.

5. Physical skillsTo ensure all calls are logged accurately, categorised and assigned as appropriate. Skilled keyboard operator.

6. Responsibilities for patient/client careTo progress calls with other teams, ensuring the customer is always kept informedTo ensure all resolved calls are signed off once the user has confirmed the call has been resolved.

7. Responsibilities for policy and service development implementationKnowledge of the Data Protection Act, confidentiality principles and system security, and their implications, particularly regarding password reset duties and reports of security incidents.Calls within the responsibility of the Service Desk, both as a group and as an individual, are responded to and fixed within Service Level Agreements.

8. Responsibilities for financial and physical resourcesHandle all equipment carefully and safely as to not cause damage to expensive ICT equipment.Ensure all users ICT equipment is safe for use by way of installing, repairing, maintaining and replacing when necessary.Ensuring that we accurately record notifications of lost/stolen equipment, in line with ICT procedures, to ensure up to date asset inventory information.

9. Responsibilities for human resourcesTo assist in the training of new members of Service Desk staff.Ability to work as part of a team.Ability to pass on skills and experience to junior members of team.Assertiveness skills.

10. Responsibilities for information resourcesMaintain the IT Department asset register. All equipment issued from the IT department has an asset number. This is to be recorded within the support database.This ensures that the department knows exactly what, where and to whom equipment has been issued.

11. Responsibilities for research and developmentTo ensure all calls are linked with up to date entries in the client inventory within the call logging system.

12. Freedom to ActTo liaise with third party organisations and suppliers.To ensure smooth continuation of day to day service in temporary absence of supervisionService Desk Team Leader is always kept informed of outstanding issues .Major IT incidents are dealt with in an efficient and professional manner, ensuring any feedback received is passed on to the Service Desk Team Leader

Additional informationPhysical EffortThe role is mainly desk-based, sitting and working at a computer and wearing a headset for long periods. There may be the occasional need to assist staff with light-lifting of ICT equipment.

Mental EffortConcentration is required throughout the day in an environment of frequent interruption and peripheral noise. The post holder will receive interruptions from customers and staff throughout the day. There is frequent direct telephone contact with agitated or angrycustomers. Answering telephone requests and e-mails for support requests, working under pressure to meet service level targets. Continued mental effort is required in continued learning of new technologies due to the continually changing nature of the IT environment.

Working ConditionsThe post holder works mainly in an office environment with occasional exposure to aggressive customers.

Person Specification

Education & Qualifications

Essential

• NVQ level 3 or equivalent in IT related subject or relevant experience.

Experience & Knowledge

Essential

• Support Centre/Helpdesk experience
• Experience in telephone support
• Experience in a Customer Care related environment
• Experience in using Standard Operating Procedures

Desirable

• Experienced user of online call management systems
• NHS experience
• Desktop support experience.
• Clinical or Business systems experience
• Telecommunications support experience.

Skills and Abilities

Essential

• Proven customer care skills
• Quick to pick up new technology.
• Good communication skills
• Ability to supervise trainees
• Ability to pass on skills and experience
• Troubleshooting skills
• Proven ability to work under pressure
• Team Player
• Self-Motivated

Desirable

• Proven knowledge of supported applications and network links
• Proven knowledge of Service Desk practices
• Technical knowledge of NHS network
• The ability to work as an effective Team Member
• Efficient and Conscientious

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Blackpool Teaching Hospitals NHS Foundation Trust

Address

ICT Offices - Blackpool Stadium

Seasiders Way

Blackpool

FY1 6JJ

Employer's website

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