Service Desk Analyst
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Job summary
We are looking for a self-motivated and proactive individual exhibiting a 'can-do' attitude to join our busy support team. As a member of this team, you will work within the Trust's IT Service Desk, primarily to provide knowledge and supervisory support to the Service Desk 1st-line team as well as to provide direct support to the Trust's end users.
A proven track record in excellent customer service is crucial in this busy role as is attention to detail and an ability to work under pressure. A technical background is advantageous but not essential. Work will be based around the main hospital campus in central Bristol. The post holder should have at least two years' experience working in an IT support role. A working knowledge of working within an ITIL framework would be an advantage.
Main duties of the job
1. Responsible for the resolution of user problems over the phone:
- Resolving problems through use of remote control software within a reasonable timeframe (SLA) or escalating to the relevant support team;
- Keeping the end user informed of progress as appropriate;
- Ensuring that all actions relating to the problem are recorded on the Service Desk system in a timely fashion,
- Prioritising Individual and Team Workload
- Reporting all exceptions to the Service Desk Manager for further escalation.
- Escalating calls to Desktop Engineers where a site visit is required.
- Liaising with third party companies to arrange repair of equipment and progress chasing if necessary
- Creating/troubleshooting accounts
- Creating/troubleshooting E-mail accounts
- In times of staff shortages the post-holder will be expected to cover shifts.*
*please note that the Service Desk may include weekend cover in the medium term and some weekend work will be required.
2. Providing Advice to First-line Support Team Members
- Providing excellent communication and support to queries from First-line Support as and when necessary.
- Being responsible for increasing the First-line Team members' knowledge base and working in conjunction with the Service Desk Manager providing good quality procedures where necessary.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward-thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Details
Date posted
24 July 2023
Pay scheme
Agenda for change
Band
Band 4
Salary
£25,147 to £27,596 a year pa pro rata
Contract
Permanent
Working pattern
Full-time
Reference number
387-TS-6563-EW
Job locations
40 Southwell Building
Southwell Street
Bristol
BS2 8EJ
Employer details
Employer name
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address
40 Southwell Building
Southwell Street
Bristol
BS2 8EJ
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
Employer contact details
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